AccountId: 011433970860
ContactId: 463aebe8-23cf-49d5-8dc5-d1a82f035659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73720 ms
Total Talk Time (AGENT): 41788 ms
Total Talk Time (CUSTOMER): 31567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/463aebe8-23cf-49d5-8dc5-d1a82f035659_20250228T13:46_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. I'm calling to verify outpatient hospital uh benefits for the facility.
[AGENT][NEUTRAL] I can help with the outpatient benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number, please?
[CUSTOMER][NEUTRAL] Um, that would be 02337173, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. The outpatient benefits for calendar year, um, are $1000. We'll pick up the deductible, co-payment or co-insurance up to that amount, and that is just a verification of benefits and a guarantee of payment. Now it looks like for the calendar year [PII] that none of those benefits have been used, so it looks like they're all available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][POSITIVE] OK, that's what I needed.
[CUSTOMER][POSITIVE] No, that was it. Thank you for your help.
[AGENT][POSITIVE] OK, thanks for contacting E