AccountId: 011433970860
ContactId: bf8c404c-8f12-45e4-a05c-f7a32da7d915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219880 ms
Total Talk Time (AGENT): 96407 ms
Total Talk Time (CUSTOMER): 65236 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/bf8c404c-8f12-45e4-a05c-f7a32da7d915_20250414T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Doctor's Hospital. I'm calling to, um,
[CUSTOMER][NEUTRAL] To verify benefits and eligibility on a patient for surgery.
[CUSTOMER][NEUTRAL] Not surgery, I'm sorry for a diagnostic testing for ultrasound.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility and benefits for patient. Can you please give me your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you and then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, I have [PII], last name [PII] Um she gave me a, a policy number. I mean, I don't even know if this is the actual policy number. It's 80063. I believe that's probably the group number. I, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then last name is spelled [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look and see if that will pull up as a policy for us.
[AGENT][NEUTRAL] No, that's not pulling up. Um, do you see a number that starts with a 01 or a 02 or do you have her social?
[CUSTOMER][NEUTRAL] Um, let me see if she has, uh, [PII], this is her social [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK, let me pull her up with her social that'll pull every policy she has with us if she's in here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I've got it pulled up. Uh, let me give you a good policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 247.
[AGENT][NEUTRAL] 3504.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental policy. It's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance only.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] She has an inpatient benefit amount per occurrence of $2000.
[AGENT][NEUTRAL] And she has an outpatient benefit amount per calendar day of $1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, thank you, that is all I needed. I appreciate it.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. I hope you have a good week and we thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] OK bye bye