AccountId: 011433970860
ContactId: a218a7ad-0ac6-4d23-98b7-d59ea57078b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194619 ms
Total Talk Time (AGENT): 85876 ms
Total Talk Time (CUSTOMER): 58513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a218a7ad-0ac6-4d23-98b7-d59ea57078b5_20250324T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], good morning. I'm calling to verify the benefits for patient for our patients.
[AGENT][NEUTRAL] Outpatient, OK, and may I have your name?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Name is [PII]. OK, thank you [PII]. And what is your callback number please?
[CUSTOMER][NEUTRAL] They don't
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number is 1 2nd. I have here.
[CUSTOMER][NEUTRAL] 02184691 ML8.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling for eligibility and benefits for out patient? I'm sorry.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, thank you. Uh, actually this policy has termed it termed as of [PII]. Excuse me, let me see if I can find a current policy so I can assist you, please. Sorry, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for your patience. Uh, the member does have a current policy and that policy number when you're ready please.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 02485356 ML.
[AGENT][NEUTRAL] OK, and this policy shows effective as of [PII] and it shows active and for outpatient benefits, one moment, assist you with that as well.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $250 per calendar day.
[CUSTOMER][NEUTRAL] Up to $250 per calendar day you said right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Got it. OK. And it's depend of [PII]. So let me see, that's 02485356 ML.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, got it. And what's the claim address we have on file? Should be, you should have on file.
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, and it comes up 100,250 per calendar day. Awesome, thank you so much. Is there a reference number for our call?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No, but you can use my name and today's date. Again, my name is [PII], last initial [PII], and today's date, and [PII], anything else I can assist you with, please?
[CUSTOMER][POSITIVE] That'll be all thank you again.
[AGENT][POSITIVE] Thanks for calling ATL. Have a good day bye.
[CUSTOMER][POSITIVE] Thanks bye.