AccountId: 011433970860
ContactId: dcc78726-842c-43aa-923b-c543b7021375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256720 ms
Total Talk Time (AGENT): 97167 ms
Total Talk Time (CUSTOMER): 108408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/dcc78726-842c-43aa-923b-c543b7021375_20250325T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII]. I'm here to check eligibility and benefits of a patient.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Back number
[CUSTOMER][NEUTRAL] I, I'm sorry, ma'am, that couldn't.
[CUSTOMER][NEUTRAL] I'm sorry, I do apologize to kind of your connection is cutting in and out. Can you please repeat your question again?
[AGENT][POSITIVE] Yes, um, I can help you with eligibility and benefits. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Uh sure. Uh my name is [PII], initial is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the policy ID is 01.
[CUSTOMER][NEUTRAL] 93.
[CUSTOMER][NEUTRAL] 598
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, H as in the number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the name of the patient is [PII].
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was that last digit of the policy number? I got 0193598 and then that last digit?
[CUSTOMER][NEUTRAL] After 8 is another number, number 1, and M as in Mary, L as in, OK.
[AGENT][NEUTRAL] One, OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $2500 and then she also has an outpatient calendar year benefit amount of $1500.
[CUSTOMER][POSITIVE] Got it, thank you very much for that info, um.
[CUSTOMER][NEUTRAL] I think I got all information that I needed as you mentioned earlier, this is a supplementary plan um, before, uh, would you please, um, confirm what is the address where claim billed to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that is in [PII] City, [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] All right, hold on.
[CUSTOMER][NEUTRAL] Will you please repeat it again the zip code?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] Got it thank you very much for this one, ma'am. And um can I have your name and do you have any call reference?
[AGENT][NEUTRAL] Yes ma'am, you can use um my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you very much. Well, thank you very much for your assistance. I got all the information that I needed. I hope you do have a wonderful day. Have a good one.
[AGENT][POSITIVE] You, you too, [PII], and thank, thank you so much for calling APL. You have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] Let me know.
[CUSTOMER][NEUTRAL] Bye for now, ma'am.
[CUSTOMER][NEUTRAL] what