AccountId: 011433970860
ContactId: 7e06fda4-675d-4ba3-8202-8e144f42717f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164630 ms
Total Talk Time (AGENT): 87003 ms
Total Talk Time (CUSTOMER): 49710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7e06fda4-675d-4ba3-8202-8e144f42717f_20250328T17:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help with that. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and also your call back number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what is the policy number please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02465696 M as in Mary L Larry 8.
[AGENT][NEUTRAL] OK, thank you very much, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Excuse me, I'm so sorry about that, [PII], and you're calling to verify benefits for the member. Give me one moment. I can help you with that. Thank you. And I do apologize. This policy shows that it termed as of [PII]. Uh, give me one moment please to check for an active policy, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you for your patience. I do show an active policy with the policy number 0250.
[AGENT][NEUTRAL] 2625 ML 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] and this policy shows effective as of [PII] and it shows active as a supplemental and for outpatient benefits, give me one moment.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $2500 for the calendar year.
[CUSTOMER][NEUTRAL] And that includes outpatient procedures?
[AGENT][NEUTRAL] Uh, would this be done in a facility or an office setting?
[CUSTOMER][NEUTRAL] Um, he's gonna have surgery the outpatient ambulatory surgical center, but we're billing for the professional fees.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that falls on outpatient. We pay up to 2500 for the calendar year. I can check to see if anything that's been accumulated towards that if you would like. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, nothing has been used for this year.
[CUSTOMER][NEUTRAL] OK great and is there a reference number?
[AGENT][NEUTRAL] Uh, no, but you can use my name [PII] last initial [PII] and today's date and [PII], anything else I can help you with?
[CUSTOMER][POSITIVE] That's it, have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You too, bye.