AccountId: 011433970860
ContactId: 78b8f9a6-0e68-45f3-9841-9df8c37be8c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134199 ms
Total Talk Time (AGENT): 67470 ms
Total Talk Time (CUSTOMER): 51329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/78b8f9a6-0e68-45f3-9841-9df8c37be8c0_20250210T19:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey good afternoon I was calling for benefits, um, and eligibility.
[AGENT][NEUTRAL] I can take benefits and eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 017.
[CUSTOMER][NEUTRAL] 317
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] Name is gonna be [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're really need to check our outpatient benefits.
[CUSTOMER][NEUTRAL] Uh, yeah, for specialist office visit.
[AGENT][NEUTRAL] OK, of course I will let you know verification of coverage is not a guarantee of payment for claims, uh, so office visits are not going to be covered under this policy, um, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, no, no office visits covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, and then I have a note here also as well in the chart it says it won't cover pretty much anything.
[CUSTOMER][NEUTRAL] Um, office visit related unless it's due to cancer, is that still correct?
[AGENT][POSITIVE] That's correct, yes, that is correct.
[CUSTOMER][POSITIVE] OK, perfect. Alright, awesome. Alright, could do you have a reference number for this?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thanks.