AccountId: 011433970860
ContactId: b5156851-34dc-4671-99c9-76b7245bae51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132669 ms
Total Talk Time (AGENT): 59800 ms
Total Talk Time (CUSTOMER): 53332 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b5156851-34dc-4671-99c9-76b7245bae51_20250326T15:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, um, morning. Uh, I'm, my name is [PII]. I'm calling from Boca Raton Regional Hospital pre-registration department. I'm calling to, uh, verify a patient's gap insurance information.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let's see. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh, sure, it's um.
[CUSTOMER][NEUTRAL] For outpatient 1458848 ML 8.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII] and I'm gonna spell the last name. It's [PII], [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] Yeah, for outpatient benefits hospital.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 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 do you give out any reference numbers, EV?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, you answered all my questions. Um, thank you so much, have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][POSITIVE] Thanks, bye.
[CUSTOMER][NEUTRAL] Bye bye.