AccountId: 011433970860
ContactId: f79c80d1-71bc-45a8-bd93-8aab36b49262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107760 ms
Total Talk Time (AGENT): 61170 ms
Total Talk Time (CUSTOMER): 30345 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f79c80d1-71bc-45a8-bd93-8aab36b49262_20250317T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] last initial [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02519228.
[AGENT][NEUTRAL] OK, and a good callback number. I forgot to get that.
[CUSTOMER][NEUTRAL] No problem, [PII].
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] We have you name [PII].
[AGENT][NEUTRAL] Just 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, for outpatient, we cover up to $300 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Alrighty and then a reference for the call.
[AGENT][NEUTRAL] For the reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah, and what's your last initial?
[AGENT][NEUTRAL] Um, it's [PII] like [PII]. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much for your help. You have a great day and stay safe.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.