AccountId: 011433970860
ContactId: 886c78f7-a842-4d5c-99d2-3707fa970ff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96860 ms
Total Talk Time (AGENT): 50610 ms
Total Talk Time (CUSTOMER): 27657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/886c78f7-a842-4d5c-99d2-3707fa970ff6_20250328T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from Prisma Health at Lawrence Hospital, and I'm calling just to uh verify benefits for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. And first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, it is 123-7336.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], birthday [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], and the policy is still active. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great weekend. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks.