AccountId: 011433970860
ContactId: 452a87f1-07c4-4e6d-b725-dd14e5f54e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156080 ms
Total Talk Time (AGENT): 74798 ms
Total Talk Time (CUSTOMER): 60850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/452a87f1-07c4-4e6d-b725-dd14e5f54e5d_20250603T21:21_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting AT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, you sound very muffled. You said your name was [PII]?
[AGENT][NEGATIVE] Yes, hi, are you, I'm having a really hard time hearing you. Can you hear me?
[CUSTOMER][NEUTRAL] Um, it's very muffled, very far, but let's, let's make it work. I'll work with you and Ms. [PII], what is the first initial of your last name?
[AGENT][NEUTRAL] the, the initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Thank you. I'm calling to verify benefits on on a mutual insured policy number is 02.
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 687-7
[AGENT][NEUTRAL] OK, thank you. I'm, I'm gonna, I'm having a hard time hearing you, so let me repeat this. I've got 26.
[AGENT][NEUTRAL] 36877. Is that correct?
[CUSTOMER][NEUTRAL] 2 I mean 02636877.
[AGENT][POSITIVE] Thank you, and I'm, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. That's fine. Thank you. And the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking this up, if I could have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you.
[AGENT][NEUTRAL] The policy went into effect on [PII], it is active.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][NEUTRAL] It looks like this is a secondary or gap insurance and the benefits, you mentioned benefits, would you like inpatient or outpatient benefits for this policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No outpatient benefits please Miss [PII].
[AGENT][NEUTRAL] OK, so what we'll do we have outpatient benefits.
[AGENT][NEUTRAL] Up to $6000 per calendar year. Yes, ma'am, uh, outpatient benefits up to $6000 per calendar year. That's just the verification of it.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] It's not a guarantee of payment and it doesn't look like uh any of the benefits to any of the benefits at all for this policy. So what you would do is you would file through the major medical first.
[AGENT][NEUTRAL] And then he would file through us of the secondary insurance.
[CUSTOMER][NEUTRAL] Correct, and can I have a reference number to the call [PII]? Would it be today's date?
[AGENT][NEUTRAL] Yes, right, it's my name and today's date, and the first letter of my last name is [PII].
[CUSTOMER][POSITIVE] Right. OK. Thank you very much and you have a great afternoon. Take care. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it yourself.