AccountId: 011433970860
ContactId: 0cc07d25-cee5-4964-a1e3-e09036a43475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270200 ms
Total Talk Time (AGENT): 74737 ms
Total Talk Time (CUSTOMER): 187720 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0cc07d25-cee5-4964-a1e3-e09036a43475_20250530T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, [PII], I was just talking to [PII], I guess he switched me to you. I am trying to find out benefits and if authorization is required, uh, for a medical plan for a company called MAU.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take, yeah, let's take a look. Do you have their policy number?
[CUSTOMER][NEUTRAL] For this patient?
[CUSTOMER][NEUTRAL] No, I only have an employee ID number and a group number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, we can search by their name, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't write down your let me write down your name too just to make sure.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] My name is [PII]. I'm [PII], that's [PII]
[CUSTOMER][NEUTRAL] You are?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, [PII]. I was just making a note. [PII] transferred to [PII]. OK, this is for, this is for, I guess it's [PII] is the first name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See what we got here.
[CUSTOMER][NEUTRAL] information.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I mean, I called.
[AGENT][NEUTRAL] All right. Are we looking for dental coverage?
[CUSTOMER][NEUTRAL] No, uh, this is, I'm, I work in a cardiologist's office, and we need to get her a, yeah, for medical information. Her card has medical through multiplan. It says preventive services only and then the phone number only lets you look for a a provider, which, you know, she's got a provider. I just wanted to verify coverage and if I need authorization for what we want to schedule her for. OK.
[AGENT][NEUTRAL] You're looking for medical.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] And the other number was a medical benefits for providers for 90 degrees and they just uh do dental and disability on her benefits or something, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right. OK.
[CUSTOMER][NEUTRAL] That wasn't, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then what was her date of birth again? I'm sorry.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] She is, no she is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just did you have?
[AGENT][NEUTRAL] So, she doesn't have any sort of medical that I see with us. She has an accident plan, a dental plan, and just critical illness. These are like supplemental plans.
[CUSTOMER][POSITIVE] OK, excellent.
[CUSTOMER][NEGATIVE] So accident
[CUSTOMER][NEUTRAL] Dental and what was the other one? Um, critical ill, critical critical illness.
[AGENT][NEUTRAL] It's a critical illness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is not medical.
[CUSTOMER][NEUTRAL] Coverage, OK, not just standard medical coverage or even limited, OK, OK, she's got that that that, OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Yeah, I mean, the critical illness like has some benefits, like if there was any sort of heart attack or stroke type stuff, but it's not like her major medical, no.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Right, text stroke, just something sudden, yeah, like an accident, yeah, OK, broken leg, whatever. OK, OK, um, so.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][NEGATIVE] I'm going to have to put her down then as self pay because none of this is gonna gonna file for an echo, OK and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I got this number from calling.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and [PII].
[CUSTOMER][NEUTRAL] And [PII] there gave me.
[CUSTOMER][NEUTRAL] Your number benefits in a card, OK.
[CUSTOMER][POSITIVE] All right, well, we'll go from there. I appreciate the information, [PII]. Thank you so much for looking that up, and I'll just make the necessary notes and we'll contact the patient.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.