AccountId: 011433970860
ContactId: 39b0f7c5-d556-48c6-9ad3-4692a59128de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186789 ms
Total Talk Time (AGENT): 50463 ms
Total Talk Time (CUSTOMER): 59186 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/39b0f7c5-d556-48c6-9ad3-4692a59128de_20250507T15:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name is [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from West Calcas Cameron Hospital.
[CUSTOMER][NEUTRAL] I'm trying to verify benefits please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's a direct number it's [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure, it's 00750461.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, hold on. [PII] and her date of birth, hold on, let me get it.
[CUSTOMER][NEGATIVE] Not prepared sorry.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, let's see
[CUSTOMER][NEUTRAL] Am I spelling it right?
[CUSTOMER][NEUTRAL] OK, her date of birth is [PII].
[AGENT][NEUTRAL] OK, and did you say you're needing benefits, is that right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, she's scheduled for a cardiology test today and she presented her primary insurance and she said this is her secondary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if there's.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Uh, this policy is effective [PII]. Um, any benefits quoted are not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] OK, so it's gonna be like for diagnostic testing or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, they do have a diagnostic testing benefit. It's a maximum benefit payable of 250.
[AGENT][NEUTRAL] Let me see if it, it might specify what tests are covered, so let me see if it does.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so for diagnostic testing, the only diagnostic test that we'll cover is MRI, CAT scan, and colonoscopy.
[CUSTOMER][NEUTRAL] OK, alright, so otherwise it wouldn't cover it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK all right thank you have a good day.
[AGENT][POSITIVE] OK, thanks for calling ATL. You have a good day too. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.