AccountId: 011433970860
ContactId: ef6bf8dd-19cc-4cab-b1b1-cd9ac1d05163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247539 ms
Total Talk Time (AGENT): 88117 ms
Total Talk Time (CUSTOMER): 84419 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ef6bf8dd-19cc-4cab-b1b1-cd9ac1d05163_20250121T15:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how are you doing today? My first name is [PII], my last name is [PII].
[AGENT][POSITIVE] Hey [PII], how can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm calling to check the benefits and the patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Uh, the callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] And the policy number is gonna be.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] [PII], could you verify the, the policy um information listed on the card because that's not a policy number long enough.
[CUSTOMER][NEUTRAL] Well, he gave me one also as well to start with the letters. Is the letters included or not?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Do you have the member's social? That's not a policy number unfortunately it's not pulling up a policy.
[CUSTOMER][NEUTRAL] Because he gave me one
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, do you mind holding a second, please? I'm so sorry.
[AGENT][POSITIVE] Sure, no worries. Take your time.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am. I have the patient on the line.
[AGENT][NEUTRAL] Mhm. Hello.
[CUSTOMER][NEUTRAL] So you said the the number, so you said the number with the letters is not a policy number, correct?
[AGENT][NEUTRAL] It end with letters. It's the numbers then of the letter like ML.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that will be the policy number.
[CUSTOMER][NEUTRAL] OK, so the policy number is 0233602AM as in Mary, L as in Lima, A.
[AGENT][NEUTRAL] So I could barely hear you. Could you repeat that policy number with just the numbers?
[CUSTOMER][NEUTRAL] It's going to be 02336028.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] 88 as in the number 8 or A as in alphabet 8.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A as in number.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], birthday is uh [PII].
[AGENT][NEUTRAL] Thank you, and [PII], you're calling to verify benefits and eligibility for what place of service inpatient, outpatient office visit?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active. This member has outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of $250 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The $20,250 calendar date is the $250 already been used or no?
[AGENT][NEUTRAL] $250 per calendar day each day of the month.
[CUSTOMER][POSITIVE] OK, perfect. So but I'm.
[CUSTOMER][NEUTRAL] OK, so this month he at $250. Alright, perfect, uh, does he.
[AGENT][NEUTRAL] No, the day, per day, per day. Monday, 250, Tuesday 250, Wednesday, [PII].
[CUSTOMER][NEUTRAL] OK, for there.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have the reference for this card, please?
[AGENT][NEUTRAL] I could barely hear you.
[CUSTOMER][NEUTRAL] Can I have a reference for this uh call please?
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] And what is your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL and have a great day.