AccountId: 011433970860
ContactId: 33f01254-937b-4c4a-9e53-7241d00a5249
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222500 ms
Total Talk Time (AGENT): 70382 ms
Total Talk Time (CUSTOMER): 62153 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/33f01254-937b-4c4a-9e53-7241d00a5249_20250530T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Initial, my last name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling to check the status of, of patient benefits for patient, please.
[AGENT][POSITIVE] Sure, I can help you with benefits. [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number for the member.
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] 1477485 M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] OK, thank you so much. Um, just a moment while I look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the name, it is [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] This is a secondary gap insurance policy. Um, what, were there specific benefits you were wanting to look at?
[CUSTOMER][NEUTRAL] For the outpatient benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me check on that and this is just a verification of benefits, not a guarantee of payment, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We have an outpatient benefit maximum of up to $1000 per calendar day for covered services with a $0 deductible for outpatient and emergency room.
[CUSTOMER][POSITIVE] Perfect, perfect. Thank you so much, Ms. [PII]. May I please have the initial of your last name and a reference number for this call, please?
[AGENT][NEUTRAL] Uh, the initial of my last name is [PII], and we don't have call reference numbers, but you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] OK. And what is your time zone?
[AGENT][NEUTRAL] Um, central.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help, Ms. [PII].
[AGENT][POSITIVE] Thank you for calling APL and if there's nothing else, um, have a great day.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][NEUTRAL] Bye.