AccountId: 011433970860
ContactId: 42a81a6d-3fc7-4cde-944e-806d204bbb34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113180 ms
Total Talk Time (AGENT): 66939 ms
Total Talk Time (CUSTOMER): 39480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/42a81a6d-3fc7-4cde-944e-806d204bbb34_20250513T14:18_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi my love, my name is [PII]. Can I have your name one more time? I'm so sorry you cut out.
[AGENT][NEUTRAL] Yes, I'm sorry, my name is [PII], and I'm, you said [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Great, [PII], how can I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, I have a patient that she's coming in for an appointment tomorrow, and I just need to know if she's met anything towards her outpatient benefit limit.
[AGENT][POSITIVE] Yes, I can certainly help with that. And [PII], what is the uh policy number, please?
[CUSTOMER][NEUTRAL] It is 02583627 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] That's great. Thank you so much. While I'm looking this up, if I could just have a callback number please and even disconnected.
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] OK, I do appreciate that. Thank you. The policy went into effect on [PII]. It is active. Now you mentioned wanting to know whether she'd used any of her benefits. So first of all, let's look at those outpatient benefits. She gets $1250 per calendar year for outpatient services such as outpatient hospital, urgent care, that sort of thing.
[AGENT][NEUTRAL] Um, that's just a verification of the benefits and the guarantee of payment. She's used absolutely nothing for the calendar year [PII], so all of that is going to be available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And last minute, can I just have a reference number of this call, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference. Now is there anything else at all I can tell you about he's, uh, policy, where to send the claim, anything at all?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATI