AccountId: 011433970860
ContactId: 64b57138-43b4-41a3-9182-dc82b5f4c257
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238839 ms
Total Talk Time (AGENT): 71017 ms
Total Talk Time (CUSTOMER): 55949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/64b57138-43b4-41a3-9182-dc82b5f4c257_20250310T14:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Last initial [PII]. I was actually calling from a medical provider's office to verify eligibility for a patient.
[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] Yeah, definitely it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's gonna be D as in David 43302268.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] There's another number. Let me give you the other number ready?
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and just submit advise you the verification of coverage. It 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] It's an office visit.
[AGENT][NEUTRAL] OK, one moment. I'm waiting for the benefits to come up.
[CUSTOMER][NEUTRAL] Actually, no, ma'am it's gonna be for outpatient.
[AGENT][NEUTRAL] OK, and the outpatient hospital?
[CUSTOMER][NEUTRAL] Yes, uh, ambulatory surgical center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you. One moment.
[AGENT][NEUTRAL] OK, thanks for your patience. I'm showing that for surgical benefits, we cover up to [PII].
[AGENT][NEUTRAL] Her calendar year.
[CUSTOMER][NEUTRAL] Surgical
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Up to OK, um, would you be able to give me a reference, uh, number for this call and your name one more time?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that would be pretty much it thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.