AccountId: 011433970860
ContactId: dfca4203-45fc-4f7c-848c-bb906326ec64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264290 ms
Total Talk Time (AGENT): 112033 ms
Total Talk Time (CUSTOMER): 71757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/dfca4203-45fc-4f7c-848c-bb906326ec64_20250128T21:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh, hi, I'm [PII] calling from Saint Mary's Medical Center to check on my eligibility. This call may be recorded and monitored for quality and training purposes. Sorry, can I have your name, please?
[AGENT][NEUTRAL] Uh yes ma'am, my name.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And your name is [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII], can I have your phone number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and you're wanting eligibility on which patient please?
[CUSTOMER][NEUTRAL] The member name is [PII].
[CUSTOMER][NEUTRAL] [PII]. The date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then what is [PII] [PII]'s uh policy number?
[CUSTOMER][NEUTRAL] It's 00217258 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, let me look them up real quick.
[AGENT][NEUTRAL] OK, you said that policy number was.
[AGENT][NEUTRAL] 00217258 ML 8.
[CUSTOMER][NEUTRAL] Yes. Uh, so I'll be in at 7.
[AGENT][NEUTRAL] OK, we're missing a digit. Do you, can you read me the policy number again, please?
[CUSTOMER][NEUTRAL] 86 02217258 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I've got [PII] right here.
[AGENT][NEUTRAL] She does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $5000 per calendar year and she has an outpatient benefit amount of $2500 per calendar year.
[AGENT][NEUTRAL] To go towards deductible, co-pay, or coinsurance.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. And
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Is any
[CUSTOMER][NEUTRAL] Is there any group number?
[AGENT][NEUTRAL] Yes, ma'am. Let me give you that.
[AGENT][NEUTRAL] The group number is 20691.
[CUSTOMER][NEUTRAL] Thank you. And please can I have the claim's mailing address?
[AGENT][NEUTRAL] Yes, ma'am. It is APL claims. That's [PII].
[AGENT][NEUTRAL] [PII]. That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. And please can I have the timely filing limit?
[AGENT][NEUTRAL] There isn't one.
[CUSTOMER][NEUTRAL] Thank you. And please can I have the reference number for the call?
[AGENT][POSITIVE] Yes ma'am you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome you have a great day too. Thanks for calling APL.