AccountId: 011433970860
ContactId: f82d470c-925a-4ac3-ab3d-e134e494084e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112010 ms
Total Talk Time (AGENT): 39920 ms
Total Talk Time (CUSTOMER): 61172 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f82d470c-925a-4ac3-ab3d-e134e494084e_20250625T19:19_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. I am calling from Genesis Care. We are a company for radiation centers, uh, for oncology, and we have one of your members, um, she has a primary insurance through Blue Cross Blue Shield, and she presented an APL card as a gap insurance, so we need to verify her benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02641378.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] sorry, [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for the outpatient, the calendar year maximum is $5000.
[CUSTOMER][POSITIVE] Perfect. So, um, the way we work is whatever Blue Cross Blue Shield doesn't cover, we'll submit it to you, is that correct?
[AGENT][NEUTRAL] Um, that's correct, we're the gap insurance, correct.
[CUSTOMER][POSITIVE] Perfect, wonderful thank you so much. Can I have a reference number for the call if it's possible?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that is great thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.