AccountId: 011433970860
ContactId: f457e6ad-3fba-443d-8421-b76d76182cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160490 ms
Total Talk Time (AGENT): 69674 ms
Total Talk Time (CUSTOMER): 39282 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f457e6ad-3fba-443d-8421-b76d76182cef_20250130T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, my name is [PII], and, um, I'm calling from a provider's office. I wanted to verify patients benefit.
[AGENT][POSITIVE] OK, at least I can help you with benefits. Can you give me your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the name of the provider that you're calling for?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] 01827715 ML 8.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] Hey, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $2000 per calendar year and then she has an outpatient benefit amount per calendar day of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I just get a reference number for the call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Use my name, it's [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] Alrighty [PII] thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great day and thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.