AccountId: 011433970860
ContactId: 361ba217-4b5e-423f-8bd9-c7fae9e01c9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112459 ms
Total Talk Time (AGENT): 56840 ms
Total Talk Time (CUSTOMER): 35467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/361ba217-4b5e-423f-8bd9-c7fae9e01c9d_20250618T15:20_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry I I can't hear you. You said your name was?
[AGENT][NEUTRAL] My name is [PII]. I'm, I'm with ATL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi [PII], um, I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] I can help with benefits and eligibility with whom I'm not speaking.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I can help with benefits and eligibility with whom am I speaking?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number on file is 02494835 M like Mary L like Larry 8.
[AGENT][NEUTRAL] The insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] I need a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] You mentioned wanting to know about benefits. Is there anything in particular? The secondary or gap insurance has both in and out of hospital outpatient benefits, we will pick up the deductible, co-payment or co-insurance for outpatient services, as well as treatment within a physician's office, cancer treatment, durable medical or independent lab, up to $750 per calendar day. That is a verification benefit, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That it renews each and every calendar day. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] Thanks for contacting you too have a good day.