AccountId: 011433970860
ContactId: cbec0fad-866b-45fe-84ea-6c38b340b548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 57762 ms
Total Talk Time (CUSTOMER): 35929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cbec0fad-866b-45fe-84ea-6c38b340b548_20250320T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I am. I'm calling from a provider's office and I need to verify benefits on a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] and the number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure it's um.
[CUSTOMER][NEUTRAL] 02575943
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, we have [PII] [PII].
[AGENT][NEUTRAL] 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] Well
[CUSTOMER][NEUTRAL] Offices
[AGENT][NEUTRAL] OK. Actually, office visits and office treatments is not covered under this policy um unless she's going for a cancer treatment.
[CUSTOMER][NEUTRAL] OK, so this insurance doesn't work for just a regular office, is it?
[AGENT][NEUTRAL] Right. I, I, I'm only showing coverage for inpatient and outpatient hospital and urgent care facilities and independent labs like Quest or LabCorp.
[CUSTOMER][POSITIVE] OK all right thank you so much for your help.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mhm thanks.