AccountId: 011433970860
ContactId: d118b159-e38a-4dad-b4fd-c4956019ac45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116400 ms
Total Talk Time (AGENT): 61857 ms
Total Talk Time (CUSTOMER): 86282 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d118b159-e38a-4dad-b4fd-c4956019ac45_20250303T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This is May I help you?
[CUSTOMER][NEGATIVE] And they don't ask you for any any.
[CUSTOMER][NEUTRAL] Hi, hello, good morning. My name is [PII]. last name [PII]. I'm calling from a provider's office in regards to mutual patients benefits and coverage.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is 02299179 M for Mary L for Larry number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, a moment. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], policy is active and you're needing benefits for this patient, is that correct?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] I mean I.
[CUSTOMER][NEUTRAL] Yes, I wanna verify a professional fee for an outpatient facility or surgical benefits.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage with this policy as secondary, we help with primary insurance deductible, co-pay and co-insurance, and he has an outpatient benefit or yeah, outpatient benefit max of up to $2250 per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, I don't think so. Give me one second. Let me ask you the medical assistant about the, the bone in place that you have to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How much has been accumulated?
[AGENT][NEUTRAL] Uh, so far he hasn't used any, so it's showing it's available.
[CUSTOMER][NEUTRAL] No, I'm, but there is a.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number and your first name and last name initial?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date and it's [PII].
[CUSTOMER][POSITIVE] Thank you, take care.
[CUSTOMER][NEUTRAL] not
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time you have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye bye.