AccountId: 011433970860
ContactId: aae79969-2697-4a55-8ad7-2c2c85569200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111220 ms
Total Talk Time (AGENT): 55010 ms
Total Talk Time (CUSTOMER): 38492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/aae79969-2697-4a55-8ad7-2c2c85569200_20250317T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility and a patient please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number on file is 02563208 M like Mary L like Larry 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] 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 visit?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 6000 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, and you said I'm sorry, that's 6000 for the year, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and has anything been used as as of yet?
[AGENT][NEGATIVE] Um, so far, nothing's been used.
[CUSTOMER][POSITIVE] OK, perfect. That was all I needed thank you so much for your help though, EV and have a wonderful day.
[AGENT][POSITIVE] OK, I thank you, [PII] for calling ATL. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope that'll be all thank you.
[AGENT][POSITIVE] OK. Thank you again for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too goodbye.