AccountId: 011433970860
ContactId: 53a3ebcb-6897-4737-8adb-5a5ce3cdd9b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137720 ms
Total Talk Time (AGENT): 70767 ms
Total Talk Time (CUSTOMER): 43870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/53a3ebcb-6897-4737-8adb-5a5ce3cdd9b7_20250205T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, you say [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Diagnostic Center in [PII], and I was calling um for benefits for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with benefits [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and what's Ms. [PII]'s, um, policy number?
[CUSTOMER][NEUTRAL] 02473361 ML 8.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is for [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy. It's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount of $5000 and then she has an outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that inpatient amount is per confinement and then she has an outpatient benefit amount per calendar day of $300.
[CUSTOMER][NEUTRAL] $300 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Per day OK.
[CUSTOMER][POSITIVE] Great, can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] In today's date, thank you [PII] have a good day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good one too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.