AccountId: 011433970860
ContactId: a3b38b10-7b56-48dd-9f6d-6f330d37a660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139779 ms
Total Talk Time (AGENT): 51223 ms
Total Talk Time (CUSTOMER): 37410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a3b38b10-7b56-48dd-9f6d-6f330d37a660_20250130T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling because I need to verify the eligibility and benefits of a patient.
[AGENT][NEUTRAL] OK. I can help you, [PII]. Is this her service in a doctor's office?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, in a facility, in a hospital.
[AGENT][NEUTRAL] OK. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Um 01823110 ML 8.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII], [PII].
[AGENT][POSITIVE] All right. Thanks for that information, [PII].
[AGENT][NEUTRAL] Showing the policy effective date is [PII] policy is active at this time.
[AGENT][POSITIVE] And I have the outpatient benefit for you. It's up to $500.
[AGENT][NEUTRAL] Per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment. And did you have any other questions?
[CUSTOMER][NEUTRAL] Um, this, this would cover like the deductible, co-insurance and co-payment of the primary plan.
[AGENT][POSITIVE] Correct, of covered charges. That is correct.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Um, can I get the initial to your last name and a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, uh [PII] A, first initial last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.