AccountId: 011433970860
ContactId: 9f035186-5139-4d74-9ddf-02177f8cbb4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125769 ms
Total Talk Time (AGENT): 69149 ms
Total Talk Time (CUSTOMER): 36074 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9f035186-5139-4d74-9ddf-02177f8cbb4c_20250505T15:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to just check on eligibility for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] and that's a direct number.
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] It is 01485319.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure, it's uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. 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 visits?
[CUSTOMER][NEUTRAL] Outpatient surgery.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 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.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Alright, and that's probably been used because I think he met it out of pocket.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I can check for you.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so far this year, he's used $2,464.50.
[CUSTOMER][NEUTRAL] I'm sorry, say that one more time 24.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, $2,464.50.
[CUSTOMER][POSITIVE] All right great thanks for your help.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.