AccountId: 011433970860
ContactId: 3acb6f9e-14f3-419f-9ac4-d20c2533b531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133979 ms
Total Talk Time (AGENT): 56649 ms
Total Talk Time (CUSTOMER): 60132 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3acb6f9e-14f3-419f-9ac4-d20c2533b531_20250618T18:22_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling to verify benefits for uh two patients, well, their siblings, just calling to verify their benefits.
[AGENT][POSITIVE] OK, I can help with benefits. With whom am I speaking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number, please?
[CUSTOMER][NEUTRAL] 01617077.
[CUSTOMER][NEUTRAL] M as in Mary, L, and the number 8.
[AGENT][NEUTRAL] Thank you, and, and um is there a callback number I can have in the event that uh we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And which patients are we looking at?
[CUSTOMER][NEUTRAL] Um, this first one is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you and the next one.
[CUSTOMER][NEUTRAL] The next one would be.
[CUSTOMER][NEUTRAL] Oh, where did she go? [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you very much. The policy went into effect on [PII]. It is active. Both of these, uh, dependents are active on this policy. Is there anything else I can tell you about the secondary or gap insurance, um, [PII]?
[CUSTOMER][NEUTRAL] Um, do you guys cover anything from their primary insurance as far as their co-pay, deductibles or co-insurance?
[AGENT][NEUTRAL] We do, uh, for inpatient and outpatient hospital services only and independent labs. Is this for a physician's office?
[CUSTOMER][NEUTRAL] Yes, for a specialist office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. There, there are no benefits for a physician's office, either for the uh the co-pay or for the treatment.
[CUSTOMER][NEUTRAL] So it's only for hospital.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect all right thank you so much for your help, um.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, could I get a reference number for the call, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that in today's date is our.
[CUSTOMER][POSITIVE] Perfect all right thank you so much for your help.
[AGENT][POSITIVE] Thanks for contacting UT