AccountId: 011433970860
ContactId: 649422b6-7cd4-4a47-b662-fa2d329e7072
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149220 ms
Total Talk Time (AGENT): 74687 ms
Total Talk Time (CUSTOMER): 51852 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/649422b6-7cd4-4a47-b662-fa2d329e7072_20250331T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I am calling from a provider's office. Um, I'm just trying to get eligibility and benefits for one of your members please.
[AGENT][NEUTRAL] Sure, yeah, I could check eligibility benefits for you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII], that's spelled [PII]
[AGENT][NEUTRAL] OK, and Merrill, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, that is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] 01352770
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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 we'll be needing to look at uh inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Um, outpatient please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $4000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Nope, that should be it. Thank you so much. Um, do you provide a call reference number?
[AGENT][NEUTRAL] All right. Yeah.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I really appreciate it.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.