AccountId: 011433970860
ContactId: 07984e0b-eb34-4d51-958c-d06b1453c5ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120860 ms
Total Talk Time (AGENT): 56376 ms
Total Talk Time (CUSTOMER): 51540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/07984e0b-eb34-4d51-958c-d06b1453c5ea_20250520T17:56_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, uh, my name is [PII]. I work here at the Nicholas Children's Outpatient Center. Uh, what was that name you said [PII]?
[AGENT][NEUTRAL] Uh yes, my name is [PII]. Yes, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to a mutual client of ours. I just wanted to check insurance coverage.
[AGENT][NEUTRAL] I can certainly help with eligibility and benefits. [PII], what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK, the policy number is 02363908ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, the best callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now for outpatient benefits, we will pick up the deductible, co-payment or co-insurance up to $3000 per calendar year. That's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And it looks like she has used about $30 of that so far.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, um, do you have any reference number or I just use your name?
[AGENT][NEUTRAL] It's my name and today's date of the [PII].
[CUSTOMER][NEUTRAL] OK, can I have the first initial of your last name?
[AGENT][NEUTRAL] Yes, it is um [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much that's all I needed for today.
[AGENT][POSITIVE] OK, well, thank you very much for contacting APL. You have a very good.