AccountId: 011433970860
ContactId: 2c4fa607-7fa3-4b95-b94c-a0104c43eda5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92519 ms
Total Talk Time (AGENT): 42107 ms
Total Talk Time (CUSTOMER): 40462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2c4fa607-7fa3-4b95-b94c-a0104c43eda5_20250312T18:30_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] calling from Apple. I'm just trying to verify to see if the patient is still active on the policy.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 616-363.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Uh, the patient's name is gonna be [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a callback number please in the event we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active for [PII]. Uh, she is active on this policy. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, yes, so, um, uh, uh, is there any, um, does this play a role off of a certain fee schedule, um.
[CUSTOMER][NEUTRAL] Like do you pay off the UCR fees or?
[AGENT][NEUTRAL] No, no. What the policy does is it pays a flat rate benefit, um, for the, uh, whatever it is that that is being, uh, whatever service is being done. So, uh, I have a fax that I can send to you if you would be interested, but that's, it doesn't have a fee schedule, it's just a flat rate benefit.
[CUSTOMER][NEUTRAL] OK, I, I actually have that. I'm sorry, I didn't see that it was a fee schedule. OK.
[CUSTOMER][POSITIVE] All right, so I have that in and thank you so much.
[AGENT][POSITIVE] OK, there's anything else I can help with, thanks for contacting API.