AccountId: 011433970860
ContactId: d4cda73c-b369-4f03-8951-a066baf9796c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193179 ms
Total Talk Time (AGENT): 97078 ms
Total Talk Time (CUSTOMER): 69411 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d4cda73c-b369-4f03-8951-a066baf9796c_20250320T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] speaking. I'm calling from Rapid Outpatient services. How are you?
[AGENT][POSITIVE] I'm good. How about you, Ms. [PII]?
[CUSTOMER][POSITIVE] Good thank you. I'm calling to see if you can provide me with the benefits and eligibility of a patient please.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, and may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] Absolutely
[CUSTOMER][NEUTRAL] OK, that's gonna be 02555.
[CUSTOMER][NEUTRAL] 951.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] OK thank you let's see.
[AGENT][NEUTRAL] OK, it's gonna be a minute.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] System is going, I guess I'm going faster than the system one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] [PII] is the last name.
[AGENT][NEUTRAL] OK, what's the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and is it gonna be for outpatient or inpatient?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, it's gonna be for outpatient service.
[AGENT][NEUTRAL] Outpatient. OK, alright, 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] And let's see, we have an outpatient maximum of
[AGENT][NEUTRAL] 3000 per cover person per calendar year and again this is not a guarantee of payment just a verification of coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And how much is the patient have remaining or has it used?
[AGENT][POSITIVE] OK, I can check for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] She has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][POSITIVE] Perfect. Alright, let me have your name and a reference number please for this call.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's date if you will, Ms. [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Have a good one.