AccountId: 011433970860
ContactId: fccd75ce-7b6e-43b8-9e07-8659abe7168b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102919 ms
Total Talk Time (AGENT): 62359 ms
Total Talk Time (CUSTOMER): 28264 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/fccd75ce-7b6e-43b8-9e07-8659abe7168b_20250307T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] at McBride Orthopedic Hospital. I just needed to verify eligibility for a patient, please.
[AGENT][POSITIVE] Sure, I do and I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 932134
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [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] It was an emergency room visit.
[AGENT][NEUTRAL] OK. That'll be covered under the outpatient benefit and under this policy for outpatient, we cover up to $4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim, but there is a $250 deductible that needs to be met first.
[CUSTOMER][POSITIVE] Very good, thank you for the information.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No that should do it have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm mhm bye.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.