AccountId: 011433970860
ContactId: e3d0b456-27f2-40ef-905c-4959f603b1f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237580 ms
Total Talk Time (AGENT): 122440 ms
Total Talk Time (CUSTOMER): 56502 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e3d0b456-27f2-40ef-905c-4959f603b1f7_20250402T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um.
[CUSTOMER][NEUTRAL] Calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with the.
[AGENT][NEUTRAL] Patient, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Cardiovascular medicine associates?
[AGENT][NEUTRAL] OK, thank you, Miss [PII] and can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, policy number 80092.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, that policy number, I was gonna say, OK, I was gonna say that's pulling up a different member. That's all right. Go ahead.
[CUSTOMER][NEUTRAL] Oh wait, no, that's, that's the group number. Sorry, yeah, I just noticed that.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] It's 02549577.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, now let me try that one.
[AGENT][NEUTRAL] OK, I've got Ms. [PII] pulled up and I do show that she does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She does have a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount of $3000 and then she has, and that's per calendar year.
[AGENT][NEUTRAL] I'm sorry, per occurrence, per occurrence of $3000 for inpatient and outpatient per calendar day she has a benefit amount also of $3000.
[AGENT][NEUTRAL] To go towards your deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does she have the whole amount right now?
[AGENT][NEUTRAL] Uh, did you want me to check inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient or
[AGENT][NEUTRAL] Outpatient. OK, let me, yes ma'am, let me look.
[CUSTOMER][NEUTRAL] Doctor's office.
[AGENT][NEUTRAL] She's not used anything for the year of [PII].
[AGENT][NEUTRAL] So she still has her benefit left.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what's the claims billing address?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You have a good rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] OK