AccountId: 011433970860
ContactId: 95777490-5401-4adf-bbfb-47de198ca600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150089 ms
Total Talk Time (AGENT): 75203 ms
Total Talk Time (CUSTOMER): 52216 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/95777490-5401-4adf-bbfb-47de198ca600_20250401T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to obtain outpatient benefit under this member plan.
[AGENT][NEUTRAL] Sure, I can check out patient benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Bear with me just a second. Policy number is gonna be 02610064.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yes, member's name is [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, bear with me just a second. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and of course this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and I will let you know verification of coverage is not a guarantee of payment for claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So their outpatient benefit is $8500 max per calendar year. If you'll give me one moment, I will, uh, see if any of that has been used.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] Beautiful. Thank you for that information. I appreciate it. And the last thing I might need is gonna be a initial to your last name, if we can obtain that and a reference number for today.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that will be everything for today. I appreciate your help. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.