AccountId: 011433970860
ContactId: a53cd6a4-891d-4f03-bc56-11d0ad6d5cac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192360 ms
Total Talk Time (AGENT): 69588 ms
Total Talk Time (CUSTOMER): 76734 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a53cd6a4-891d-4f03-bc56-11d0ad6d5cac_20250304T15:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII], my sister.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I am calling from Lower Keys Medical Center. I am calling to uh verify coverage on the patient and um
[CUSTOMER][NEUTRAL] Also, um,
[CUSTOMER][POSITIVE] Timely filing information.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And what is the member's policy number that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Oh, all they gave me uh gave us was a group number 25961.
[AGENT][NEUTRAL] Do, do you have their social?
[CUSTOMER][NEUTRAL] Alright 6.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Lead
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify benefits and eligibility for outpatient inpatient office visits.
[CUSTOMER][NEUTRAL] It's an outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. There is no timely filing. It has outpatient benefits of $250 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you wanna give me his ID since we only have that group number?
[AGENT][NEUTRAL] This correct policy number is 2404355. It's 2404355.
[CUSTOMER][NEUTRAL] OK, so 240-435-5.
[AGENT][POSITIVE] Yes, that is correct, [PII].
[CUSTOMER][NEUTRAL] Alrighty, thank you so much for that information. And um is the correct um mailing address um [PII].
[AGENT][NEUTRAL] Bear with me, let me verify that information.
[AGENT][NEUTRAL] Did you say [PII], that is correct. We have a payer ID as well of 60801.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much for all that information. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] All right. You too, bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you. You have a good rest of the day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good one, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Alright, you too.