AccountId: 011433970860
ContactId: c45eecde-6e64-4db9-ab40-d2b3a5b19a7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122419 ms
Total Talk Time (AGENT): 64317 ms
Total Talk Time (CUSTOMER): 29859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/c45eecde-6e64-4db9-ab40-d2b3a5b19a7b_20250507T13:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] from the outpatient center Boynton Beach. I need to check benefits and eligibility on a patient.
[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] It's [PII], no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 020129308
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you 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]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's outpatient ambulatory surgical facility.
[AGENT][NEUTRAL] OK, for outpatients, let's see, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK and then what was your name again? I'm sorry?
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, and then can I get a reference number if you give them?
[AGENT][NEUTRAL] Um, for reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] Awesome OK thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.