AccountId: 011433970860
ContactId: e7139a7b-c4ad-4153-a8d2-587b8c5c5495
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131740 ms
Total Talk Time (AGENT): 50510 ms
Total Talk Time (CUSTOMER): 59916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e7139a7b-c4ad-4153-a8d2-587b8c5c5495_20250528T12:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. My name is [PII]. I'd like to verify for an eligibility date on a plan for a patient, please.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy is 01839207ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], last, uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This was for oh hold on let me um.
[CUSTOMER][NEUTRAL] Today's date and I to a payer.
[CUSTOMER][NEUTRAL] She came in for a diagnostic, um,
[CUSTOMER][NEUTRAL] She came in for a diagnostic testing.
[AGENT][NEUTRAL] OK. So are you checking on the status of a claim or do you just?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] No, I just needed the effective date. They didn't, uh, when they got the information.
[CUSTOMER][NEGATIVE] When the uh when the registrar up front put it in, they didn't get the information for the effective date.
[AGENT][NEUTRAL] OK. Yes, ma'am. The effective date is.
[CUSTOMER][NEUTRAL] [PII] right?
[AGENT][NEUTRAL] Right, and the policy is still active.
[CUSTOMER][NEUTRAL] I gotta go back to my notes.
[CUSTOMER][POSITIVE] OK, great. Thank you very much and I hope you have a wonderful day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. I hope you have a great day as well. Mm, bye.
[CUSTOMER][POSITIVE] Thanks. Bye bye.