AccountId: 011433970860
ContactId: 61ae8514-0b01-4007-b479-02b285fc33cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165009 ms
Total Talk Time (AGENT): 73668 ms
Total Talk Time (CUSTOMER): 36347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/61ae8514-0b01-4007-b479-02b285fc33cb_20250331T14:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, good morning. My name is [PII]. I'm just calling to see if, uh, um, to verify benefits eligibility.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 05174
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, thanks for your patience. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And to submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] For office visits, we cover up to $500 per day and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am. I'm sorry. I didn't catch your name at the beginning.
[AGENT][NEUTRAL] Um, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. And could I get your name one more time, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Ms. [PII], is there a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Thank you so much.
[AGENT][NEUTRAL] OK, we're
[AGENT][POSITIVE] OK. I thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You do the same right now.