AccountId: 011433970860
ContactId: 620d424a-4f9a-43c4-8dc1-c844aaa81c8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158289 ms
Total Talk Time (AGENT): 63869 ms
Total Talk Time (CUSTOMER): 58258 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/620d424a-4f9a-43c4-8dc1-c844aaa81c8d_20250612T14:52_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling for benefits.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Of course. Let me just a second. Can I get your name one more time?
[AGENT][NEUTRAL] Um, yes, ma'am. It's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. OK. ID is 025743.
[CUSTOMER][NEUTRAL] 21, M as in mom, L as in Lily, and 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $750 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So you said you covered 750 per day.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You said pick up all the copays, coinsurance and deductibles.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That will be everything easy. Thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.