AccountId: 011433970860
ContactId: 83c04bc3-555b-4972-a60b-d0c9fd535503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126569 ms
Total Talk Time (AGENT): 68600 ms
Total Talk Time (CUSTOMER): 47220 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/83c04bc3-555b-4972-a60b-d0c9fd535503_20250122T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Morse Children's Health. I was just calling to verify, um, eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As if, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, would that be the outpatient benefiter number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I have 02419189 ML 8.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that asthma. 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 it was outpatient benefits we needed to check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is on a per calendar day basis, so it is $500 max per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and that was all I needed. Is there a reference call number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, and surname is spelled [PII] Last [PII] Was there anything else I could help you with that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, ma'am, that was it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.