AccountId: 011433970860
ContactId: 7b274ea3-34dd-41a7-bb18-a8623118082f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119809 ms
Total Talk Time (AGENT): 64909 ms
Total Talk Time (CUSTOMER): 46169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/7b274ea3-34dd-41a7-bb18-a8623118082f_20250227T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling to verify all patients benefits.
[AGENT][NEUTRAL] Here I could check those benefits for you. uh, original, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII]. There is no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, it's 01660059 and [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're we need to look at the outpatient benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $5000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, perfect. And [PII], can I have the first initial of your last name?
[AGENT][NEUTRAL] Sure, that's A. Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] That was it and I have a reference for the call.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.