AccountId: 011433970860
ContactId: ae0ddf5c-189b-45df-88bc-89d018072054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133460 ms
Total Talk Time (AGENT): 66560 ms
Total Talk Time (CUSTOMER): 45393 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ae0ddf5c-189b-45df-88bc-89d018072054_20250604T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial, excuse me, [PII]. I'm sorry, can you repeat your name and your last name initial?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, so I'm actually calling just to verify benefits.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, uh, policy number that I have is 02513215.
[CUSTOMER][NEUTRAL] The letter M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [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]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for a free-standing outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 4500 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, how much is remaining from that benefit?
[AGENT][NEUTRAL] Um, the full 44,500 is available, hasn't used any this year.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Um, may I have a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Oh no, that'll be all. Thank you so much. I hope you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.