AccountId: 011433970860
ContactId: 2e7d0c71-3e72-42b5-961c-6cf3c6a8c6ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111040 ms
Total Talk Time (AGENT): 40115 ms
Total Talk Time (CUSTOMER): 80650 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/2e7d0c71-3e72-42b5-961c-6cf3c6a8c6ef_20241231T19:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office here. I was trying to get eligibility for a patient for a routine eye exam, and I don't seem to find it on the website or on the card.
[AGENT][NEUTRAL] All right, let's take a look. Um, do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02569956.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is.
[CUSTOMER][NEUTRAL] I'm gonna spell. I'm never gonna try to figure that one out. Um it's [PII] Last name is [PII]. I have [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep I've got that here and then just date of birth.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh, thank you for that. OK. So,
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] This is what we call a limited benefit plan, a hospital indemnity plan. So it just pays a set amount depending upon what the patient's being seen for. This is a hospital and medical coverage. There is no vision coverage on the plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No vision at all? OK, got it. Alrighty, I appreciate you. Happy [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome you too bye bye.