AccountId: 011433970860
ContactId: cb656b02-ded3-4fd3-be5b-221f3f7329d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119000 ms
Total Talk Time (AGENT): 65641 ms
Total Talk Time (CUSTOMER): 30397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/cb656b02-ded3-4fd3-be5b-221f3f7329d9_20250409T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling for eligibility and benefits on a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get a good callback number and your name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01835092.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] 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 and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] 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, has anything been applied as of today?
[AGENT][NEUTRAL] Um, no, ma'am. Nothing has been applied yet.
[CUSTOMER][NEUTRAL] Thank you, can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That will be all thank you so much have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATO. Mm bye.
[CUSTOMER][NEUTRAL] Bye.