AccountId: 011433970860
ContactId: b4c1494a-3742-458c-a2e0-24aac73dd7fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118120 ms
Total Talk Time (AGENT): 60886 ms
Total Talk Time (CUSTOMER): 37458 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b4c1494a-3742-458c-a2e0-24aac73dd7fd_20250501T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], last initial [PII] I'm calling to verify benefits for patients.
[AGENT][POSITIVE] All right, [PII], I'm happy to verify benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, we do. It is 02555948.
[AGENT][NEUTRAL] OK. Thank you. And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII] option one.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. Effective date is [PII]. We are the member secondary insurance, so this will cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][POSITIVE] Perfect. Does she have an allowed amount?
[AGENT][NEUTRAL] Uh, let's see, are we looking for outpatient?
[CUSTOMER][NEUTRAL] Yes, she's having outpatient surgery done at our facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like their outpatient benefit max is gonna be $3000 and that's gonna be for the calendar year.
[CUSTOMER][NEUTRAL] And has she met any of them?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Uh, looks like the patient does have the full amount remaining.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much. Can I please have a reference number for today's call?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect alright thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye