AccountId: 011433970860
ContactId: 6b812ee0-a7a6-44c5-8ff5-d68ad7f290c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132919 ms
Total Talk Time (AGENT): 63010 ms
Total Talk Time (CUSTOMER): 67145 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6b812ee0-a7a6-44c5-8ff5-d68ad7f290c1_20250107T18:54_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Good afternoon. My name is [PII]. I'm calling from a provider's office hoping you can help me on um eligibility and benefits on one of my patients, please.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility and benefits today, and I'm so sorry, can I get your name again?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate that, Ms. [PII], and can I also get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, and that patient's policy number?
[CUSTOMER][NEUTRAL] 02501703
[AGENT][POSITIVE] Wonderful. And can you verify your patient's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, patient's first name is [PII], last name is [PII] Date of birth, [PII].
[AGENT][POSITIVE] Wonderful. Your patient is current and active with an effective date of [PII].
[AGENT][NEUTRAL] And then as far as benefits are going, are you looking for inpatient or outpatient benefits today?
[CUSTOMER][NEUTRAL] Oh well actually I'm assuming it's gonna be inpatient because um the patient is pregnant so I verified her benefits with her primary insurance so you guys are uh are the secondary and what is the benefit for inpatient?
[AGENT][NEUTRAL] Yes, so their inpatient benefit is.
[AGENT][NEGATIVE] $3000 per person granted that is just a verification of coverage and never guarantee a payment.
[CUSTOMER][NEUTRAL] OK, and now that $3000 that is paid, um, I guess that you guys paid towards that's combined between the professional and the facility fee I'm assuming correct?
[AGENT][NEUTRAL] I it yeah, it would be all inpatient fees considered considered.
[CUSTOMER][POSITIVE] Impatient whether it's professional facility got it right, that's all that I needed to know thank you so much if you may please give me a reference number for the call please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, you betcha. It's gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much, name a day. Awesome, have a nice day.
[AGENT][POSITIVE] Thank you you take care [PII] have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.