AccountId: 011433970860
ContactId: 9508a783-4601-4f28-a79d-8f24ff86fea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134449 ms
Total Talk Time (AGENT): 68529 ms
Total Talk Time (CUSTOMER): 53288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9508a783-4601-4f28-a79d-8f24ff86fea6_20250507T18:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Holy Cross Hospital, and I'm calling to check eligibility and benefits on the patients scheduled to come in tomorrow.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, and it's [PII] and the initial to my last name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. Now I need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And now I need the policy number.
[CUSTOMER][NEUTRAL] 021 96,780 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you 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. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient, outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 3000 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, no problem, and may I have your name again? Could you repeat?
[AGENT][NEUTRAL] Um yes, my name is [PII]. Um it's spelled [PII] My last initial is [PII] like [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it. May I have a reference number for the call, please?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] Thank you very much [PII] and you have a wonderful day. Happy Mother's Day to you.
[AGENT][NEUTRAL] Um, same to you, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Alright, OK then, alright OK bye.