AccountId: 011433970860
ContactId: c5a6f2b8-749a-4980-84e4-a0c3e24bf035
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150960 ms
Total Talk Time (AGENT): 75651 ms
Total Talk Time (CUSTOMER): 54280 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c5a6f2b8-749a-4980-84e4-a0c3e24bf035_20250404T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from uh Center for eye surgery, and I'm trying to verify benefits on a patient, please.
[AGENT][POSITIVE] Sure, I can check benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is give me one second.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 56443 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member.
[CUSTOMER][NEUTRAL] Uh, the first name is [PII] and last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. Excuse me, uh, was this, uh, we need to look at, uh, outpatient benefits or inpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's outpatient benefits.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $8700 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. And you said it was 8700?
[AGENT][NEUTRAL] Correct, and none of that has been used so far this year.
[CUSTOMER][POSITIVE] Because you're breaking up. OK, perfect.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um used to date, OK.
[CUSTOMER][NEUTRAL] OK, can I have your name and a reference number please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much and you said uh the reference number can you say date?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much for your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.