AccountId: 011433970860
ContactId: e01d537e-2bbb-4d92-8ec8-d3e49730ebb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154460 ms
Total Talk Time (AGENT): 80962 ms
Total Talk Time (CUSTOMER): 47792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e01d537e-2bbb-4d92-8ec8-d3e49730ebb2_20250226T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Just um calling in from Baptize Outpatient Services. This is uh to uh verify benefits for a mutual patient.
[AGENT][POSITIVE] Sure, I can check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, this is for, it's going to be 02556462 ML 7.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. Um, we're reading to, uh, check the inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know uh verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is $8700 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, so you did had used uh $2,495 so far this year.
[CUSTOMER][NEUTRAL] OK, so she's she's used 2,495.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be all. Thank you. Can I have please uh just your name as a reference?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, uh, if you need a reference number, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, awesome, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too. Have a great day.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.