AccountId: 011433970860
ContactId: 149c509c-ea01-47f0-9942-5c915cd4926f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176059 ms
Total Talk Time (AGENT): 51302 ms
Total Talk Time (CUSTOMER): 38549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/149c509c-ea01-47f0-9942-5c915cd4926f_20250415T20:13_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. I was calling um just to check eligibility, well, and to check her outpatient benefits as well.
[AGENT][NEUTRAL] Of course. Um, whom am I speaking to?
[CUSTOMER][NEUTRAL] [PII] initials of my last name [PII].
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 01484256.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And the outpatient benefit max per calendar year.
[AGENT][NEUTRAL] is 2500.
[AGENT][NEUTRAL] And this is not a guarantee of payment, it's just a verification of coverage.
[CUSTOMER][NEUTRAL] And then how she used up any of the benefits for this year?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] No, nothing has been used as of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, those are the only questions that I have. Thank you so much for your help, OK?
[AGENT][POSITIVE] Yeah, of course. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you, mama you too bye.
[AGENT][NEUTRAL] Hm, thanks, bye.