AccountId: 011433970860
ContactId: eda004a3-f358-42ba-858e-3101f176d9c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163360 ms
Total Talk Time (AGENT): 81171 ms
Total Talk Time (CUSTOMER): 53412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/eda004a3-f358-42ba-858e-3101f176d9c3_20250326T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, good afternoon. My name is [PII]. I'm calling you because I want to chat with you, um, eligibility and benefits for one of the members.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. What is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yes. The name is [PII] of.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02575597.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And co-insurance.
[AGENT][NEUTRAL] And he has an inpatient benefit amount per occurrence of $2000.
[AGENT][NEUTRAL] And then he also has an outpatient benefit amount per occurrence of $500.
[CUSTOMER][NEUTRAL] Oh, OK, yes, it's just that he will have an outpatient surgery tomorrow.
[CUSTOMER][NEUTRAL] So you say that for outpatient he has $500.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that goes towards the deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well this is all that I need to check with you. May I have again please your name?
[AGENT][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And you can use my name and today's date as your reference number.
[CUSTOMER][POSITIVE] OK, well thank you very much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Only, only this one. Thank you very much.
[AGENT][POSITIVE] You're very welcome. Have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm mhm mm bye.