AccountId: 011433970860
ContactId: 885ef82d-edf8-4a4a-86ea-578de9d4b5d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124480 ms
Total Talk Time (AGENT): 70571 ms
Total Talk Time (CUSTOMER): 31747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/885ef82d-edf8-4a4a-86ea-578de9d4b5d8_20250611T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see how much a patient has towards their primary.
[CUSTOMER][NEUTRAL] Just to verify benefits I guess for your patients.
[AGENT][POSITIVE] Oh sure, yeah, I can check that out for you. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first and we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 01611844 8.
[AGENT][NEUTRAL] And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're needing to look at the inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] They're having an outpatient surgeon. I wanna see how much they'll cover towards the primary.
[AGENT][NEUTRAL] Sure, OK, so, uh, of course I will let you know verification of coverage is not a guarantee of payment for claims. So that outpatient benefit is $1500 per calendar year and if you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this was for [PII] correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so she has used $490.65 of that benefit so far this year.
[CUSTOMER][POSITIVE] Perfect. And then can I get your name and a reference number please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] last [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be it thanks bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL