AccountId: 011433970860
ContactId: 4762eedd-5f8d-4cde-9984-5776eeb76c9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122260 ms
Total Talk Time (AGENT): 66004 ms
Total Talk Time (CUSTOMER): 37736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4762eedd-5f8d-4cde-9984-5776eeb76c9d_20250226T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I need to verify if one of your policyholders is still active and if they are what their um outpatient allowance is.
[AGENT][NEUTRAL] Sure, I can take that eligibility and benefits for you. Um, what was your name?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that is going to be, one second, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01611866 ML 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's gonna be [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims. Their outpatient benefit is $1500 max per calendar year.
[AGENT][NEUTRAL] If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] They were used
[CUSTOMER][POSITIVE] Perfect, that's everything I need. I can just get a reference number.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Mhm. You as well. Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.