AccountId: 011433970860
ContactId: 95bde3b8-34f8-41a0-8a96-2bcb26116015
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162259 ms
Total Talk Time (AGENT): 78637 ms
Total Talk Time (CUSTOMER): 67785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/95bde3b8-34f8-41a0-8a96-2bcb26116015_20250320T14:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] calling from Texas Digestive specialist, and I'm trying to get eligibility and benefits for a patient, please.
[AGENT][POSITIVE] Good morning, [PII]. I can help you with eligibility and benefits. Uh, can you please give me your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me just double check. I have it.
[CUSTOMER][NEUTRAL] It is [PII] direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] I have a 021-73213.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of our policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $2550 and then she also has an outpatient calendar year benefit amount of $2550.
[CUSTOMER][NEUTRAL] 2550.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And just to verify on this outpatient coverage, is that uh including like procedures being done outpatient?
[AGENT][POSITIVE] Uh, it, it does for, it helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and that's all I needed to confirm do you provide call reference numbers?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] Alright [PII] thank you so much for your help ma'am.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful day too, and thanks for calling APL.
[CUSTOMER][POSITIVE] You take care, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.