AccountId: 011433970860
ContactId: bc3155c5-1a95-45b4-9776-3ffc38919eae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147729 ms
Total Talk Time (AGENT): 58115 ms
Total Talk Time (CUSTOMER): 54862 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/bc3155c5-1a95-45b4-9776-3ffc38919eae_20250616T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] again. I completely forgot I had another patient. If you could help me out with that patient, please.
[AGENT][POSITIVE] Sure, no problem. Um.
[AGENT][NEUTRAL] Let me get a good callback number again just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII] and the policy number?
[CUSTOMER][NEUTRAL] And actually this one I don't have the policy number. I just have her name and date of birth. Would we be able to pull it up like that?
[AGENT][NEUTRAL] Sure. What's the last name?
[CUSTOMER][NEUTRAL] It's [PII] again.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I found her in our system and just let me advise you that verification of coverage does not guarantee payment of claims, and I have a policy number here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Please, if I can get it, thank you.
[AGENT][NEUTRAL] Sure. The number is 026.
[AGENT][NEUTRAL] 39
[AGENT][NEUTRAL] 886.
[CUSTOMER][POSITIVE] Perfect, excellent and what did that um policy start?
[AGENT][NEUTRAL] Um, the effective date was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, perfect. And, and what kind of benefit does she have for outpatient procedures, EV?
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim and the full 8700 is available.
[CUSTOMER][POSITIVE] 8700. OK, perfect. All right, that was all I needed. Thank you so much, [PII], for your help. Have a wonderful day.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling ATL again. Bye.
[CUSTOMER][POSITIVE] Thanks bye.