AccountId: 011433970860
ContactId: 3a351c55-b094-4e24-92d4-0626bff4b599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149250 ms
Total Talk Time (AGENT): 62839 ms
Total Talk Time (CUSTOMER): 35441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3a351c55-b094-4e24-92d4-0626bff4b599_20250318T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check if they test coverage for office visit.
[AGENT][NEUTRAL] OK, I'm happy to check on coverage for office visits. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, D 437316.
[CUSTOMER][NEUTRAL] 61
[AGENT][NEUTRAL] Unfortunately we can't pull the member with that number. Do you have their name or social? I can try that way.
[CUSTOMER][NEUTRAL] Um, [PII], last name [PII]
[AGENT][NEUTRAL] Right, first name [PII].
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] And then what is the patient's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. So the patient does have an active plan. Would you like the policy number?
[CUSTOMER][NEUTRAL] Um, hang on.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh yeah, are you ready? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah
[AGENT][NEUTRAL] Policy number is 0253717911.
[CUSTOMER][NEUTRAL] I'm sorry, that's 02537911.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yes, um, how much of this, go ahead, sorry, sorry.
[AGENT][NEUTRAL] Uh, the
[AGENT][NEUTRAL] Oh I was just gonna say the effective date on it is [PII]. It's a limited benefit plan, so the member is allowed. It looks like.
[AGENT][NEUTRAL] A total of 5 office visits in a calendar year and the plan is gonna pay $75 towards the visit.
[CUSTOMER][POSITIVE] OK. All right then, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye-bye.