AccountId: 011433970860
ContactId: 05251240-b463-4e87-b6a9-bd71b8854ea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155259 ms
Total Talk Time (AGENT): 85289 ms
Total Talk Time (CUSTOMER): 46998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/05251240-b463-4e87-b6a9-bd71b8854ea8_20250502T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, yes, I was calling to get the facts of eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, I'm happy to send a fax and give benefits this morning. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 022.
[CUSTOMER][NEUTRAL] 79771
[AGENT][POSITIVE] Thank you so much. And then for documentation, can I grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. A callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was a good fax number to send this to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright. So give me about 5 minutes and that'll be over there. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Um, is it, what's remaining on his Mac gonna be on that fax back?
[AGENT][NEUTRAL] No, it's not. Let me double check that for you here. One second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So the calendar maximum is 1500 and then the calendar year deductible is gonna be 50 on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Today
[AGENT][NEUTRAL] Alright, so it looks like patient has the $50 deductible remaining out of the $1500 they've used $261. The remaining balance is $1,239.
[CUSTOMER][POSITIVE] Perfect. Alright, that's what I needed, and can I get a reference number?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. That's my name with my last initials and today's date. My name again is [PII], that's [PII] and then my last initial is T like Tom.
[CUSTOMER][POSITIVE] OK awesome alright thank you so much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.