AccountId: 011433970860
ContactId: f980aa40-c152-49cf-a211-f6f1a7b8b7bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113099 ms
Total Talk Time (AGENT): 59811 ms
Total Talk Time (CUSTOMER): 41018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f980aa40-c152-49cf-a211-f6f1a7b8b7bb_20250122T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is Efe. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm your provider and I am calling to um get benefits please for a member.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, yes, the policy number, excuse me, it is 02583455ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII], um [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient surgery hospital.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $350 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Excellent, thank you so much. And can I get your name again and a reference number for this call, please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much for your help and you have a great afternoon.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.