AccountId: 011433970860
ContactId: 78b6f634-9257-46f4-b8a1-1d23b34ea26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205539 ms
Total Talk Time (AGENT): 102991 ms
Total Talk Time (CUSTOMER): 68670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/78b6f634-9257-46f4-b8a1-1d23b34ea26b_20250530T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling to track benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, our goal.
[CUSTOMER][NEUTRAL] Sure. I'm calling from the respiratory Services of Georgia INC and our callback number is [PII]. It is direct line.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII] Date of birth is [PII], and the member ID is 01972973.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of his policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has a
[AGENT][NEUTRAL] Inpatient benefit amount.
[AGENT][NEUTRAL] Of $3650 per calendar year and then he also has an outpatient benefit amount per calendar year of the same amount of $3650 to help with deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I would like to ask also, is there a group number and the group name?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The group number is 244484.
[AGENT][NEUTRAL] And the group name is Weathers Contracting.
[CUSTOMER][NEUTRAL] Thank you. And where are claims bill due?
[AGENT][NEUTRAL] The claims address is [PII].
[AGENT][NEUTRAL] [PII] and that is in [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you. And that's all that I needed. May I have the reference and the spelling of your name?
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] You can use my name [PII] and today's date for your reference number.
[CUSTOMER][POSITIVE] Thank you, Miss. Sorry. Thank you so much for assisting me today. Thank you and have a good weekend.
[AGENT][POSITIVE] You too have a wonderful weekend, Ms. [PII] and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yes, bye for now.