AccountId: 011433970860
ContactId: bba8db68-e590-4d34-96df-c43caaaf342c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197179 ms
Total Talk Time (AGENT): 83505 ms
Total Talk Time (CUSTOMER): 64464 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bba8db68-e590-4d34-96df-c43caaaf342c_20250311T20:26_UTC.wav
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[CUSTOMER][NEUTRAL] You know
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the product's office to check on the eligibility status. Could you please help?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, sir, that is gonna be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, uh that is gonna be 02523686.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, uh, patient's last name is [PII] and the first name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was
[AGENT][NEUTRAL] [PII] and the policy is still active.
[AGENT][NEUTRAL] And what benefit do you need to verify?
[CUSTOMER][NEUTRAL] For medical.
[AGENT][NEUTRAL] Um, is it for inpatient or outpatient or an office visit?
[CUSTOMER][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] Outpatient hospital. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually, I'm just checking for the eligibility for this member.
[AGENT][NEUTRAL] OK. Well, the policy is active.
[CUSTOMER][NEUTRAL] Yeah, uh, may I know the pay rate and the claim's mailing address for this?
[AGENT][NEUTRAL] Um, yes, the pair ID is 60801.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great. Uh thank you so much for that. May I know the timely filing limit as well?
[AGENT][NEGATIVE] Um, there's no timely filing limit.
[CUSTOMER][POSITIVE] If, uh, thank you so much for that. Is this secondary for the patient?
[AGENT][NEUTRAL] Um, no, actually, this is a um cancer insurance policy.
[CUSTOMER][NEUTRAL] Um no actually this is a.
[CUSTOMER][POSITIVE] Yeah. Uh, thank you so much for that. May I know the call reference number for this, please?
[AGENT][NEUTRAL] Yes, the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much for asking.
[AGENT][POSITIVE] OK, I thank you for it, for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye. Mhm.
[AGENT][NEUTRAL] Mhm