AccountId: 011433970860
ContactId: c428b59e-7fae-4923-952e-c59dacab2963
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110169 ms
Total Talk Time (AGENT): 48499 ms
Total Talk Time (CUSTOMER): 44548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c428b59e-7fae-4923-952e-c59dacab2963_20250122T15:55_UTC.wav
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[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with Mayo Clinic in [PII], and I'm calling because I needed to verify eligibility and uh plan information on a patient.
[AGENT][NEUTRAL] Sure [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy ID is 01792102.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII], date of birth [PII].
[AGENT][NEUTRAL] And the place of service you're calling in regards to verifying benefits, is it an outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. This member has outpatient benefits of $5000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's a limited benefit plan then.
[AGENT][NEUTRAL] Uh, this actually is a gap insurance that assists with the deductible, co-pay and co-insurance to the primary insurance for services that's covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect all right well thank you so much I appreciate that and is there a call reference number?
[AGENT][NEUTRAL] We don't provide those, [PII] unfortunately, but you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] I appreciate your help. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, train. Good bye.
[CUSTOMER][NEUTRAL] Bye bye.