AccountId: 011433970860
ContactId: 491f3533-e6ed-4e12-b1e9-041d0a931346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163779 ms
Total Talk Time (AGENT): 89691 ms
Total Talk Time (CUSTOMER): 36310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/491f3533-e6ed-4e12-b1e9-041d0a931346_20250310T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a creditor's office. My patient's coming in for an MRI to be benefits.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that policy number is 2419.
[AGENT][NEUTRAL] So tell, I'm so sorry the phone cut out. I got 241 and then the 9.
[CUSTOMER][NEUTRAL] OK, yeah, it was 9368.
[AGENT][POSITIVE] OK, thank you so much. Sorry about that.
[AGENT][NEUTRAL] All right. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] All right. So the patient does have an active plan. It's a different policy number. Would you like to take that down?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Right, the active policy is going to be 02.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 6472.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date is [PII]. We're the members' secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[AGENT][NEUTRAL] The patient's outpatient calendar max is going to be 8700.
[CUSTOMER][NEUTRAL] 8700. Has anything been used?
[AGENT][NEUTRAL] Let's see here one moment.
[AGENT][NEUTRAL] I'm not showing anything has been used as of today.
[CUSTOMER][POSITIVE] Awesome and no offers required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you spell your name for me?
[AGENT][NEUTRAL] Yeah, absolutely. My name is spelled [PII]. My last initial is [PII].
[CUSTOMER][NEUTRAL] Can you have a reference number for the call?
[AGENT][NEUTRAL] Yeah, that's my name and then just put today's date, which is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a nice day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.