AccountId: 011433970860
ContactId: 490dc3e2-41a2-4936-ba8e-a32208e9cb7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86629 ms
Total Talk Time (AGENT): 40209 ms
Total Talk Time (CUSTOMER): 27418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/490dc3e2-41a2-4936-ba8e-a32208e9cb7c_20250128T22:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, my name is [PII]. I'm with Saint Francis. I'm trying to verify benefits on a patient please.
[AGENT][POSITIVE] All right, [PII], I'm happy to verify benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 02446838
[AGENT][POSITIVE] Thank you so much let me pull this up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII], or the secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so it pays the secondary?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and does it pick up what the deductible and all that? What is?
[AGENT][NEUTRAL] Yeah, deductible, co-pay, co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you have a reference number for me is it just your name?
[AGENT][NEUTRAL] Yes ma'am, it's my name with my last initial then today's date. The last initial to my name is [PII].
[AGENT][NEUTRAL] First name [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you, [PII].
[AGENT][POSITIVE] You're welcome. Have a good one, [PII].
[CUSTOMER][NEUTRAL] You too uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.