AccountId: 011433970860
ContactId: 32db11fa-913a-4cf5-89fb-8cc84b092cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109389 ms
Total Talk Time (AGENT): 51827 ms
Total Talk Time (CUSTOMER): 47370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/32db11fa-913a-4cf5-89fb-8cc84b092cb1_20250123T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with the provider's office. I hope I have the correct line. Would you be able to help me to verify benefits?
[AGENT][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Absolutely, [PII], yeah. What is the uh policy number?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Policy number is 02052121.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here and [PII], do you have a good callback number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I do [PII] and it's a direct number.
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient plan is active. The effective date on here is [PII].
[AGENT][NEUTRAL] We are the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Got it. OK, that was my question. Do you guys cover the primary deductible? OK, um, thank you so much for your help, [PII]. Can I, um, can I trouble you for a call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no worries. Call reference is my name with my last initial and today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] And then just
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] Your help.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.