AccountId: 011433970860
ContactId: b0bd989a-0c3e-4d0d-9e6f-f315fb076a86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193669 ms
Total Talk Time (AGENT): 71457 ms
Total Talk Time (CUSTOMER): 72893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b0bd989a-0c3e-4d0d-9e6f-f315fb076a86_20250319T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling with um Crystal Southern New Mexico, um, behavioral medicine. I just need to get um eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. Can I grab the patient's policy number, please?
[CUSTOMER][NEUTRAL] Sure, it's uh 02428218.
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] For me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII]. Her name is [PII]
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] OK, and um so what was behavioral medic with mental health?
[AGENT][NEUTRAL] Well, let's
[CUSTOMER][NEUTRAL] Outpatient, does that cover that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look and see one moment.
[AGENT][NEUTRAL] All right, thank you for your patience. So the patient has a limited benefit hospital indemnity plan. Um, this plan looks like it's only gonna cover any sort of inpatient like hospital stay. Um, I'm not showing any sort of outpatient benefits on the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it doesn't cover any outpatient.
[AGENT][NEUTRAL] Not that I see, no, ma'am.
[CUSTOMER][NEUTRAL] OK, alrighty, um, do you have a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Last initial to my name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it'll be [PII]. OK, so what I'll do is I'll go put it and put that on her notes that she has limited benefits but it only covers inpatient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh OK, sounds good. OK, [PII], thank you so much for your help. You have a wonderful day.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][NEUTRAL] OK, uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.