AccountId: 011433970860
ContactId: 0d4afd3f-c677-44ef-b106-47b56d4f196c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98739 ms
Total Talk Time (AGENT): 52289 ms
Total Talk Time (CUSTOMER): 31060 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0d4afd3f-c677-44ef-b106-47b56d4f196c_20250320T14:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], good morning. I was calling to get some help with verifying eligibility.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number and your name just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 018457997 and that's for [PII].
[AGENT][NEUTRAL] And please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] And that is all I need for you from um from you for today. Thank you so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] OK well I thank you, [PII] since there isn't anything else I can assist you with, I thank you for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.