AccountId: 011433970860
ContactId: 6fa84e2b-dfd4-4354-ba9b-99a7578e44bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146059 ms
Total Talk Time (AGENT): 80468 ms
Total Talk Time (CUSTOMER): 43065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6fa84e2b-dfd4-4354-ba9b-99a7578e44bb_20250310T16:09_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, good morning. I need to verify about benefits and eligibility, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And uh name of the facilities Valley Baptist Medical Center and I don't remember what else you asked me for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's it. May I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is 021-73215.
[AGENT][POSITIVE] 15. All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] That would be [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you, and you need outpatient benefits?
[AGENT][NEUTRAL] Or inpatient.
[CUSTOMER][NEUTRAL] Yes, um, outpatient, um, MRI.
[AGENT][NEUTRAL] OK. All right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 2550 per covered person per calendar year.
[CUSTOMER][NEUTRAL] What was the effective date?
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] OK, and can I get a claims address?
[AGENT][NEUTRAL] OK, that is [PII]. The zip code is [PII].
[CUSTOMER][POSITIVE] Perfect so thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mrs. [PII]?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.