AccountId: 011433970860
ContactId: ae1ecdeb-83b7-408c-a63c-f10c5d9f96c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121800 ms
Total Talk Time (AGENT): 66166 ms
Total Talk Time (CUSTOMER): 44119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ae1ecdeb-83b7-408c-a63c-f10c5d9f96c3_20250113T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling to verify all patients benefits.
[AGENT][NEUTRAL] Um, sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]. There is no extension.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02144253 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth on [PII].
[AGENT][NEUTRAL] OK, just submit 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 benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 7900 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.
[CUSTOMER][NEUTRAL] Alrighty, is there any um amount used this year?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, so far she hasn't used any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much. You said your name is [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII] and my name in today's date is the reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That was it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling ATL. You have a great day. Bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Mm thank you.