AccountId: 011433970860
ContactId: 0047f2e6-19e3-4c15-9e70-95b76dd44f1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131038 ms
Total Talk Time (AGENT): 64298 ms
Total Talk Time (CUSTOMER): 46218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/0047f2e6-19e3-4c15-9e70-95b76dd44f1e_20250512T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. I call you from South Florida Diagnostic imaging. Can I verify eligibility and outpatient benefits for a patient, please?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Now, I need your name, please.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02458464.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you the 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] Out outpatient, outpatient benefits.
[AGENT][NEUTRAL] OK. For outpatients, let's see, we cover up to $750 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect, thank you. Can you spell for me your name just in case, [PII]?
[AGENT][NEUTRAL] Um, it's spelled [PII] and my last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, the uh the reference number is your name?
[AGENT][NEUTRAL] Yes, ma'am. My name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. I'll appreciate your help, OK? Have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.