AccountId: 011433970860
ContactId: f390ac8f-484a-4139-9a49-61715ae16160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140919 ms
Total Talk Time (AGENT): 86447 ms
Total Talk Time (CUSTOMER): 40736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f390ac8f-484a-4139-9a49-61715ae16160_20250121T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I need to see, um, I need to check this patient's benefits. I'm sorry.
[AGENT][NEUTRAL] That's OK. I can check benefits for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, policy number is 01825835 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $1450 max per year. I know the year just started, but I will go ahead and see if, oh, go ahead, sorry.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I'm sorry, can you repeat that again because it kind of cut off a little bit.
[AGENT][NEUTRAL] Oh sure sorry um yeah so $1450 per calendar year.
[AGENT][NEUTRAL] And I will go ahead and see if any of that has been used, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for the call?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You have a great day.
[AGENT][POSITIVE] OK, yeah, of course, thanks for calling ATL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.