AccountId: 011433970860
ContactId: d51a348a-1e2e-40a6-9925-09efed0dd88a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139610 ms
Total Talk Time (AGENT): 71506 ms
Total Talk Time (CUSTOMER): 49439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d51a348a-1e2e-40a6-9925-09efed0dd88a_20250110T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I'm calling from Baptial Patient.
[AGENT][NEUTRAL] I'm sure [PII]. How can I assist you? Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I can hear you now. Yes, I'm calling to check if a patient have benefits for outpatient, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number, it is 02556462 M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. 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 benefits, please.
[AGENT][NEUTRAL] For outpatient, we cover up to 8700 per calendar year, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. And how much has the patient used in?
[AGENT][NEUTRAL] Um, so far she hasn't used any.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Can I have just one more time your name, the initial of your last name, and your time zone, please?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII] My last initial is [PII] and I'm in the central time zone. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I, that was it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great weekend. Bye.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Mm thank you.