AccountId: 011433970860
ContactId: 38ef745a-fc6b-45c2-b0fa-1787dcbb6286
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117750 ms
Total Talk Time (AGENT): 54917 ms
Total Talk Time (CUSTOMER): 48894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/38ef745a-fc6b-45c2-b0fa-1787dcbb6286_20250417T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from [PII]. Um, I'm wanting not so I'm needing to know if I have a patient here that is eligible.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Oh, is this better?
[AGENT][NEUTRAL] That's better. Give me your name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and did you say you're checking eligibility and benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is this for an office visit?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] No problem. Policy number is 02463395, and the phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is a medical office, right? Not dental?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. I have the information for you. Um, the effective date is [PII]. The policy is active at this time.
[AGENT][NEUTRAL] And under this policy, an office visit is not covered.
[AGENT][NEUTRAL] Do you know what the chief complaint is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, it's, it's just a lab draw.
[AGENT][NEUTRAL] OK. All right. So service in a physician's office is not covered um by this policy.
[CUSTOMER][NEUTRAL] OK, no problem. And do you have a oh sorry, do you have a reference number for that?
[AGENT][NEUTRAL] Alright, any other questions?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII] last [PII], and anything else, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Uh, bye bye.