AccountId: 011433970860
ContactId: 7dd19698-58ac-4512-bbc4-b3e4cc243587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114540 ms
Total Talk Time (AGENT): 53671 ms
Total Talk Time (CUSTOMER): 51468 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/7dd19698-58ac-4512-bbc4-b3e4cc243587_20250303T19:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting HTL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling to verify eligibility and benefits for a patient in the ER.
[AGENT][POSITIVE] OK, yes, I can certainly help with um benefits, Kay. What is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm, one second.
[CUSTOMER][NEUTRAL] What did he call?
[CUSTOMER][NEUTRAL] OK, I found it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You need the payer ID? No, insure coverage group number effective in hospital outpatient. I found it. OK, 0024.
[AGENT][NEUTRAL] Um, no, it might be listed, it, it might be listed as the, um.
[AGENT][NEUTRAL] Yes, yeah, uh-huh.
[CUSTOMER][NEUTRAL] 934.
[CUSTOMER][NEUTRAL] 26 M. for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on um excuse me, [PII]. It is active. Now, what we will do for outpatient, uh, emergency, uh, the emergency room is we will pick up the deductible, co-payment or co-insurance up to $750 per calendar day, and that's just a verification benefit it's not a guarantee of payment. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, if you can give me a reference number for this call please.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you that'll be all.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good day.