AccountId: 011433970860
ContactId: c8f9e209-acc5-4523-9876-bdc5f86b69b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188080 ms
Total Talk Time (AGENT): 83308 ms
Total Talk Time (CUSTOMER): 52422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c8f9e209-acc5-4523-9876-bdc5f86b69b8_20250430T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify benefits for a patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] That is 016170777.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, and she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her new policy number is 02.
[AGENT][NEUTRAL] 556-035
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 1500 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, so you would, you cover copay, home insurance and.
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we cover up to 1500 per calendar year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, if I could just get a reference number for the call, please.
[AGENT][NEUTRAL] I'm sure you can use my name and today's date for the reference number. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright [PII] thank you so much for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you.