AccountId: 011433970860
ContactId: 3bbb086d-ad7a-4fe8-be7d-8ed7c1ba82f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100139 ms
Total Talk Time (AGENT): 49336 ms
Total Talk Time (CUSTOMER): 39621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3bbb086d-ad7a-4fe8-be7d-8ed7c1ba82f9_20250619T12:59_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify benefits to see if it's an active policy.
[AGENT][NEUTRAL] I can help with benefits and eligibility, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and I'm calling from Family Medicine Mountain View.
[AGENT][NEUTRAL] OK, thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, it is 02637981.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we disconnected?
[CUSTOMER][NEUTRAL] Callback number you said?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] [PII], this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from the major medical. You're asking about benefits. Is there anything in particular I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does this cover, um, like just a routine medical visit?
[AGENT][NEUTRAL] No, this is for accident or sickness. Now, it does cover treatment within the physician's office, um, but it's not for, uh, a wellness visit. This is, this is for accidents or sickness.
[CUSTOMER][NEUTRAL] OK, so it's not for just an office visit with the primary care doctor?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] OK, there's nothing else to help with, thanks for contacting ATL. Have a good morning.