AccountId: 011433970860
ContactId: b6a973db-b4e7-46b9-a307-97b5c70b1b9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170410 ms
Total Talk Time (AGENT): 83276 ms
Total Talk Time (CUSTOMER): 40172 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b6a973db-b4e7-46b9-a307-97b5c70b1b9d_20250121T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Good morning, [PII]. I'm calling from Doctor's Hospital.
[CUSTOMER][POSITIVE] I'm calling to get benefits on a member.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. My name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number please?
[CUSTOMER][NEUTRAL] 02544879 ML 7
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $2000 and then he also, and that's per recurrence, and he also has an outpatient.
[AGENT][NEUTRAL] Per calendar day benefit amount of $750.
[CUSTOMER][NEUTRAL] OK, are they the subscribers to the policy?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so they're self, OK. And then we need a group name and group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Cover, K O V E R Corporation.
[AGENT][NEUTRAL] And the group number is 80093.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] That will be all. Thank you.
[AGENT][POSITIVE] Alright, you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.