AccountId: 011433970860
ContactId: 80aabef3-d82c-4bd2-9fae-87850f547426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111059 ms
Total Talk Time (AGENT): 62599 ms
Total Talk Time (CUSTOMER): 36675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/80aabef3-d82c-4bd2-9fae-87850f547426_20250415T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, good afternoon. I need to check a patient's gap policy.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII] now. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, 021-916-19 ML 8.
[AGENT][NEUTRAL] OK. Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, is there, is there a reference number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm