AccountId: 011433970860
ContactId: e619dba3-39f7-4394-a561-14425b915821
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145580 ms
Total Talk Time (AGENT): 69175 ms
Total Talk Time (CUSTOMER): 42352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e619dba3-39f7-4394-a561-14425b915821_20250128T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII]. I have a patient I need to check eligibility and benefits for, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 01852008
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to his primary. This policy helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has an inpatient calendar year amount of $6800.
[AGENT][NEUTRAL] And then it has an outpatient calendar year benefit amount of $6800 also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. Does that have a plan, um, letter like FGN or is it just a supplemental plan?
[AGENT][NEUTRAL] It's a Medlink
[CUSTOMER][NEUTRAL] Medlink OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, that is all I was looking for. Thank you so much for your help. I do appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good rest of your night, and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thanks you too mm bye.
[AGENT][NEUTRAL] You