AccountId: 011433970860
ContactId: eb0bfdd2-8ac8-44b4-8fcc-bbf2a9333300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101099 ms
Total Talk Time (AGENT): 66100 ms
Total Talk Time (CUSTOMER): 20190 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/eb0bfdd2-8ac8-44b4-8fcc-bbf2a9333300_20250505T13:13_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get outpatient benefits for a member, please.
[AGENT][NEUTRAL] I can help with that patience. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It's um 1066935.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Appreciate that. Now the policy went into effect on [PII], um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It went into effect on [PII], uh, excuse me, [PII], [PII]. It is active. Now for outpatient services, what we will do is we will pick up the deductible, co-payment or co-insurance to $500 per occasion. Now, um, that renews every 90 days, um, but that is just a verification of the benefits, not a guarantee of payment. It doesn't look like he's used those benefits for this calendar year, so that should be available.
[AGENT][NEUTRAL] Now, is there anything else that I can tell you about the policy? Would you like to know where to send the, uh, the claim or anything else?
[CUSTOMER][NEUTRAL] No, that's OK. Can I just get a reference number for the call please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] All right perfect thank you very much [PII]. I hope you have a good day.
[AGENT][POSITIVE] Mhm. [PII], thanks for contacting me.