AccountId: 011433970860
ContactId: 33c10907-a62b-4fe3-9530-e478b64ad684
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127860 ms
Total Talk Time (AGENT): 45142 ms
Total Talk Time (CUSTOMER): 64248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/33c10907-a62b-4fe3-9530-e478b64ad684_20250225T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to see if the patient's plan is still active.
[AGENT][NEUTRAL] Sure, I can see if the policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII], um it's spelled [PII]
[AGENT][NEUTRAL] OK, so, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 01702711. [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, fine. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Oh, and coinsurance copay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Deductible and coin insurance. I think I might have forgot to put that on there last time. No, I didn't. There it is. OK. And then um also.
[CUSTOMER][NEUTRAL] They have, um, let's see what is this up to 4000 per calendar year zero use. Have they met any of that 4000?
[AGENT][NEUTRAL] Oh, let me check. Give me just a moment.
[CUSTOMER][NEUTRAL] Can you
[AGENT][NEUTRAL] None has been used so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. Alright, thank you so much that is all I needed.
[AGENT][POSITIVE] Of course. All right, well, thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.