AccountId: 011433970860
ContactId: ea230032-98aa-460a-8999-023c0d299163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98410 ms
Total Talk Time (AGENT): 51118 ms
Total Talk Time (CUSTOMER): 31250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ea230032-98aa-460a-8999-023c0d299163_20250602T12:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um first, I'll need to go call back number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02460656 M like Mary, L like Larry, number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] 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] Outpatient benefits please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. That was all I needed to know. Thank you so much for your help though, evening and have a wonderful day.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. Since there isn't anything else I can assist you with. You have a great day as well. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye.