AccountId: 011433970860
ContactId: 03d82c41-9325-4147-81fc-722833410316
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167470 ms
Total Talk Time (AGENT): 72020 ms
Total Talk Time (CUSTOMER): 43728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/03d82c41-9325-4147-81fc-722833410316_20250317T13:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check the benefit on a member.
[AGENT][POSITIVE] OK, and [PII] I can help call back.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah I can hear you.
[AGENT][NEUTRAL] OK, what is your call back number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number, please?
[CUSTOMER][NEUTRAL] 02576908
[AGENT][NEUTRAL] 02576908. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for the verification process and calling for benefits and eligibility is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The patient shows effective as of [PII] number is active. One moment please for benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. The member has $500 calendar year max for covered benefits with a $50 deductible.
[AGENT][NEUTRAL] This plan does not cover any major services.
[AGENT][NEUTRAL] Preventative is covered at 100% of allowable and basic services are covered at 80%.
[CUSTOMER][POSITIVE] OK perfect and.
[CUSTOMER][NEUTRAL] Can I get a fax back over the benefits from for this same number please?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] Um, fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'll get that faxed over to you. Anything else I can help you with, please [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a good Monday. Thank you. Mm bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.