AccountId: 011433970860
ContactId: 9234157d-5a5e-42e4-a482-7757864245fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129380 ms
Total Talk Time (AGENT): 65567 ms
Total Talk Time (CUSTOMER): 49874 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/9234157d-5a5e-42e4-a482-7757864245fb_20250219T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Have a great day OK?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling to verify a benefit for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, um, it is 1480396.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Cloud clouded cornice. Um, it will be [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing 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] It will be outpatient hospital surgery.
[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] OK. But you said they only uh 500 per day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, they don't have they don't have a uh a yearly amount?
[AGENT][NEUTRAL] Um, no, ma'am. Not under this policy for outpatient. I'm just showing a daily amount, which is the 500.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] So up to 500 days. OK. Um, perfect. Could you provide me with a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you very much. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Bye bye thank you bye.