AccountId: 011433970860
ContactId: 4a00272e-3011-4b9a-b522-c423da81e62d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252259 ms
Total Talk Time (AGENT): 83897 ms
Total Talk Time (CUSTOMER): 64027 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4a00272e-3011-4b9a-b522-c423da81e62d_20250131T21:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling to verify insurance for one of my patients.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] I I can barely hear you.
[AGENT][NEUTRAL] OK and you.
[CUSTOMER][NEGATIVE] Your voice cuts off.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We better?
[CUSTOMER][NEGATIVE] No, I, I can't get the words like if your voice completely cuts off like if it was static.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Uh one more thing, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thanks for your patience. Is that better?
[CUSTOMER][POSITIVE] Yes, I can hear you perfect now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. And could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you, May. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number, I have 02255726.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII] ends [PII], and the last name is [PII] [PII].
[AGENT][NEUTRAL] OK. And the date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the date of birth, allow me just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just I may advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much and may I please have your name one more time and the first initial?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um yes, my name is [PII]. It's spelled [PII] My last initial is [PII] and my name and today's date will be your reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That will be all for today thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, no problem, [PII]. Thank you for calling APL. Have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Mhm, thank you.