AccountId: 011433970860
ContactId: 149b3450-f83e-47f1-97cc-11102ff0a1ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208429 ms
Total Talk Time (AGENT): 61968 ms
Total Talk Time (CUSTOMER): 38951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/149b3450-f83e-47f1-97cc-11102ff0a1ee_20250609T13:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my name is [PII]. I'm from the, um, eye clinic. We were just calling to verify um a patient's benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, 00750499.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] 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]. Um, the policy is still active, and is this for an office visit?
[CUSTOMER][POSITIVE] Yeah, um, yes ma'am, she's having a well she's having a procedure done, yes ma'am.
[CUSTOMER][NEUTRAL] It's in office test.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] One moment, I'm waiting on her benefits to come up.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK. For surgical benefits, um, we cover up to $1000 per day for the surgery and 25%.
[AGENT][NEUTRAL] Um, coverage for the anesthesia.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Mm thank you.