AccountId: 011433970860
ContactId: 7460422f-987a-4284-b3e1-821d95660dbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209169 ms
Total Talk Time (AGENT): 102852 ms
Total Talk Time (CUSTOMER): 52369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7460422f-987a-4284-b3e1-821d95660dbd_20250128T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good afternoon I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Alrighty, I have 0161.
[CUSTOMER][NEUTRAL] 1829.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] We have uh [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and then a reference.
[AGENT][NEUTRAL] OK, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Yes, Miss [PII], if you can help me with one more patient.
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] OK, thanks for your patience. Um, what's the next policy number, please?
[CUSTOMER][NEUTRAL] Alrighty, just a second.
[CUSTOMER][NEUTRAL] OK, so the next one is 0161.
[CUSTOMER][NEUTRAL] 1834.
[AGENT][NEUTRAL] OK, thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] We have, oh, [PII]'s, uh last name [PII]
[CUSTOMER][NEUTRAL] 11779.
[AGENT][NEUTRAL] OK, thank you. And again, just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And would this also be for outpatients?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1500 per calendar year for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Alrighty, perfect. Alrighty, thank you so much for all of your help today.
[AGENT][POSITIVE] OK, no problem. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be all. You have a great day and stay safe.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thanks bye bye.