AccountId: 011433970860
ContactId: f7fb0923-16e0-40ec-9ae6-0ea389863b8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112529 ms
Total Talk Time (AGENT): 54759 ms
Total Talk Time (CUSTOMER): 36030 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f7fb0923-16e0-40ec-9ae6-0ea389863b8f_20250331T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was calling to get outpatient benefits for a patient that's coming in.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, I'll need to go call back number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02456404
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, it's [PII], [PII].
[AGENT][NEUTRAL] 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] Uh, outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $6350 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, is the patient used up any of the benefits for this year?
[AGENT][NEGATIVE] Um, no, so far, nothing's been used.
[CUSTOMER][POSITIVE] Alrighty, perfect. Alright, those are the only questions I have. Thank you so much for your help, OK.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling ATL. Since there isn't anything else I can assist you with, you have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.