AccountId: 011433970860
ContactId: bb56b7f3-128d-4ab3-8a06-231a11bc9e57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121849 ms
Total Talk Time (AGENT): 43516 ms
Total Talk Time (CUSTOMER): 84704 ms
Interruptions: 3
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bb56b7f3-128d-4ab3-8a06-231a11bc9e57_20250305T19:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I'm just needing eligibility on a patient that is seeing our um doctor's office today.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That would be uh let me get it pulled up right quick. I come out of it to work and be doing something else while I was waiting. It is um 023-51181.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now where will treatment take place and what type of setting?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it we are a family physician's office, family medicine.
[AGENT][NEUTRAL] OK, I do show that um he does not have benefits for treatment in an office or clinic setting unless it's a minor surgical procedure. Um, this is not a major medical plan, it's a limited benefit hospital indemnity plan.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Alright, uh, I will have to let him know that because that's what he give us for us to put in today.
[CUSTOMER][POSITIVE] All right I will let him know and thank you so much, OK?
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that is it. What did you say the settings was Hospital?
[AGENT][NEUTRAL] Um, yeah, this is a hospital indemnity plan.
[AGENT][NEUTRAL] So it's more for a hospitalization.
[CUSTOMER][NEUTRAL] It's a hospital and what? I'm sorry. OK, alright, I will, OK, I will let him know, OK?
[AGENT][NEUTRAL] It's more for hospitalization.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.