AccountId: 011433970860
ContactId: c942e7c5-a42c-40d7-a012-687a59754838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148160 ms
Total Talk Time (AGENT): 68958 ms
Total Talk Time (CUSTOMER): 36122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c942e7c5-a42c-40d7-a012-687a59754838_20250516T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Doctor's Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02559100 ML8
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], oh.
[CUSTOMER][NEUTRAL] [PII] or [PII], annual um [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and you said you need outpatient benefits or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] OK. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of 3000 per covered person per calendar day.
[CUSTOMER][NEUTRAL] Oh, per day, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and uh what was the effective date? I'm sorry?
[AGENT][NEUTRAL] OK, let me get that one moment.
[AGENT][NEUTRAL] Effective date is [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] OK thank you so much I hope you have a great weekend.
[AGENT][NEUTRAL] You as well, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Mm, OK. Thank you for calling APL. Have a good weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.