AccountId: 011433970860
ContactId: f7a7a304-d57e-4dfa-a5f9-bb06a6e216b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168979 ms
Total Talk Time (AGENT): 75059 ms
Total Talk Time (CUSTOMER): 51296 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f7a7a304-d57e-4dfa-a5f9-bb06a6e216b8_20250515T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify benefits.
[AGENT][NEUTRAL] I can assist you. Uh, can I get your first name and then a policy number?
[CUSTOMER][NEUTRAL] Yes, my my name is [PII], first initial [PII].
[AGENT][NEUTRAL] Uh-huh. OK. And you.
[CUSTOMER][NEUTRAL] And the policy number is 608 sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The policy is 60801.
[AGENT][NEUTRAL] OK, that's the payer ID number. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's gonna be the policy certificate number.
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] They have an inpatient and an outpatient?
[CUSTOMER][NEUTRAL] I don't have.
[CUSTOMER][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd, sorry.
[AGENT][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have the outpatient number.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It is 02370301 ML8.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], did you say you needed benefits or claim status?
[CUSTOMER][POSITIVE] Um, benefits.
[AGENT][NEUTRAL] OK. Is this for service in a doctor's office, dental office?
[CUSTOMER][NEUTRAL] It's outpatient hospital.
[AGENT][NEUTRAL] Yeah, outpatient hospital, thanks. Let me pull up the file.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you. So I'm showing an effective date of [PII]. This policy is active at this time and then I have the benefit information for you. The maximum outpatient benefit is up to up to $2000 per calendar day.
[AGENT][NEUTRAL] And any information provided is verification. It does not guarantee payment of a claim. And did you have any further questions?
[CUSTOMER][NEUTRAL] Um, no, just a call reference number.
[AGENT][NEUTRAL] All right, you'll use my name in today's date is your reference, [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome thank you for calling ATL. have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.