AccountId: 011433970860
ContactId: f7735c62-1e04-491c-a5e5-d28444746410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123750 ms
Total Talk Time (AGENT): 65749 ms
Total Talk Time (CUSTOMER): 38259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f7735c62-1e04-491c-a5e5-d28444746410_20250408T20:45_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I was calling to verify eligibility and benefits for patients.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] No problem. It is [PII], well, my name is [PII].
[CUSTOMER][NEUTRAL] And phone number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy is 02609967.
[AGENT][NEUTRAL] OK, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you 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. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. Let's see. For outpatient, we cover up to 6000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Mm, thank you so much. And if possible, a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and um today's date. My name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much [PII].
[AGENT][POSITIVE] OK, I thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][POSITIVE] Thank you.