AccountId: 011433970860
ContactId: be06bf00-216c-463c-8554-e23b211c8b75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166820 ms
Total Talk Time (AGENT): 93460 ms
Total Talk Time (CUSTOMER): 46167 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/be06bf00-216c-463c-8554-e23b211c8b75_20250121T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Spiro Person Hospital check-in eligibility for a number, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 15744449. And your first name again, I'm sorry?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His new policy number is 02230085.
[CUSTOMER][NEUTRAL] And when did that go into effect that new policy number?
[AGENT][NEUTRAL] Um, the effective date is [PII] and the policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient benefits?
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 5000 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.
[CUSTOMER][NEUTRAL] OK, um, where are claims submitted to, please?
[AGENT][NEUTRAL] Um, the claims can be faxed in. You can file them online or you can mail them in. Which way do you prefer? And we also have a pair ID.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The mail mailing address please.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, zip code was [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and um is there a reference number for our call then?
[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][NEUTRAL] OK
[CUSTOMER][POSITIVE] That was all that I needed today. Thank you, [PII].
[AGENT][POSITIVE] Uh, thank you, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thanks.