AccountId: 011433970860
ContactId: 9e766aaf-59b2-410b-9cdd-0ff0b792a3e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214100 ms
Total Talk Time (AGENT): 93303 ms
Total Talk Time (CUSTOMER): 59106 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9e766aaf-59b2-410b-9cdd-0ff0b792a3e7_20250103T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Las Vegas Gastroenterology. I'm calling to know, uh, patients eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] And patients policy number?
[CUSTOMER][NEUTRAL] 02496274.
[AGENT][NEUTRAL] OK, let me look that policy up.
[CUSTOMER][NEUTRAL] Give me 1 2nd
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy and his effective date.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello? Oh sorry, no, sorry, OK, go ahead.
[AGENT][NEUTRAL] Oh, did you? I'm sorry, you didn't hear me. OK, um.
[AGENT][NEUTRAL] He does have uh an an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is to verify benefits, it's not a guarantee of payment. The insured has a supplemental insurance policy that helps with deductible, co-pay and co-insurance. He has a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Combined inpatient, oh wait, wait, wait, let me look, he has an inpatient benefit amount of $8000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see if he has anything for outpatient.
[AGENT][NEUTRAL] He also has outpatient benefit amount of $8000 per calendar year for a combined total of $24,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what about, um, copays, deductibles, or any?
[AGENT][NEUTRAL] Max.
[AGENT][NEUTRAL] This policy helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, I think that's all I need um.
[CUSTOMER][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And you can use my name and today's date as your reference number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I think I'm all set thank you so much.
[AGENT][POSITIVE] You're welcome you have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.