AccountId: 011433970860
ContactId: be801760-ca5f-4add-afd7-a7ee4a3740a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116800 ms
Total Talk Time (AGENT): 54420 ms
Total Talk Time (CUSTOMER): 43991 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/be801760-ca5f-4add-afd7-a7ee4a3740a7_20250121T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from South Miami Hospital. I needed to get eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII] option one.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, 02504912 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, it's for outpatient. It's a nuclear medicine study.
[AGENT][NEUTRAL] Pay for outpatient, we cover up to 6000 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, and so far has anything been used?
[AGENT][NEGATIVE] Um, so far nothing's been used.
[CUSTOMER][POSITIVE] OK very good thank you so much I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, mm mm, that was it, thank you.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling ATO. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.