AccountId: 011433970860
ContactId: ed35d4b1-8399-41b8-9b89-aa9a9033e408
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132839 ms
Total Talk Time (AGENT): 64419 ms
Total Talk Time (CUSTOMER): 49030 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ed35d4b1-8399-41b8-9b89-aa9a9033e408_20250130T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the University of Iowa Healthcare just to check eligibility and benefits on the policy.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01848869.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [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.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, nothing specific, just general benefits.
[AGENT][NEUTRAL] OK. Um, this is for a secondary gap insurance. What we do is cover the copay, the co-insurance and deductible after the primary insurance processes theline.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's an open access still?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then I know you kind of went over this, but there's not really any deductible, um, is there still a $2000 max benefit per year?
[AGENT][NEUTRAL] Yes, for outpatient services.
[CUSTOMER][NEUTRAL] Um, is
[CUSTOMER][NEUTRAL] Claims address still the [PII]?
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] OK, and still no referral or anything needed?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, do you have a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that is it have a great day.
[AGENT][POSITIVE] You do the same with me. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye.