AccountId: 011433970860
ContactId: 993f3b1a-bff6-401b-8ac5-d77f38796ba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137509 ms
Total Talk Time (AGENT): 65147 ms
Total Talk Time (CUSTOMER): 45775 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/993f3b1a-bff6-401b-8ac5-d77f38796ba4_20250613T12:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling to verify if the members active with the insurance?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility. Um, first, can I get your name and a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] My direct line [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, 016.
[CUSTOMER][NEUTRAL] 789.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] Letters ML 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does the member have inpatient hospital benefits?
[AGENT][NEUTRAL] Um, yes, ma'am. I'm showing under this policy, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim and the full 2000 is available.
[CUSTOMER][NEUTRAL] Got you and then is authorization required?
[AGENT][NEUTRAL] Um, no, ma'am, because this is secondary gap coverage and we go by the primary insurance guidelines.
[CUSTOMER][NEUTRAL] OK, so secondary gap coach.
[CUSTOMER][NEUTRAL] OK, can you spell your first name please?
[AGENT][NEUTRAL] Um, it's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you and then reference number for the call.
[AGENT][NEUTRAL] Um, the reference number would be my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No that was it thank you happy Friday.
[AGENT][POSITIVE] Oh, same to you, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.