AccountId: 011433970860
ContactId: 63814e6d-473c-46ed-91d1-c6e1cb4e17e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147990 ms
Total Talk Time (AGENT): 88151 ms
Total Talk Time (CUSTOMER): 46567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/63814e6d-473c-46ed-91d1-c6e1cb4e17e3_20250128T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, my name is [PII]. I'm calling regarding a patient coming in. Well, that's at our facility. I need help with benefits.
[AGENT][POSITIVE] OK, yeah, I can check those benefits for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] that is direct.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, uh, what is missing the card is still, uh, to unreadable, eligible, but I have the first couple of numbers. I have 01960541.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see if that's enough. Give me just a second.
[AGENT][NEUTRAL] What was the, uh, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, perfect, thank you for verifying that. So that was the correct policy number. Um, what was missing after was most likely the ML 7 or 8, so that's perfectly fine. Um, alrighty, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and are we needing to look at uh outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and of course I will let you know, [PII], uh, verification of coverage is not a guarantee of payment for claims. Uh, so their outpatient benefit is on a per calendar day basis, uh, so it is $750 max per calendar day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And what, which letter am I missing? Is it the uh
[CUSTOMER][NEUTRAL] L MLA.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Yeah, most likely, um, but that's OK, honestly, the important part is what you gave me and that was complete, so that is perfectly fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and I'm gonna spell your name again?
[AGENT][NEUTRAL] It's [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All I need is the reference number, [PII] and I'm all done.
[AGENT][NEUTRAL] Sure, alrighty, a reference number would just be my first name, last initial, and today's date, and so my last initial is A.
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same, stay safe.
[AGENT][POSITIVE] Thank you. Bye bye. You too.