AccountId: 011433970860
ContactId: 557c7a9e-ade1-4d1c-93a6-9c15bc580b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138100 ms
Total Talk Time (AGENT): 62560 ms
Total Talk Time (CUSTOMER): 59758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/557c7a9e-ade1-4d1c-93a6-9c15bc580b7f_20250210T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] here at Doctor [PII]'s office at MCH Rural Health Clinic, um, and I was calling to see if I can verify a patient benefits.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and a good call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, um, can you say 01807484 and it's supposed to be for medical.
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee um payment of claims. The effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And for office visits, let's see.
[AGENT][NEUTRAL] For office visits, we cover up to $60 per visit and he gets when, yeah, he gets 5 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, you said how much do you cover up to $60?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] and 5 visits per year.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and do you mind if I get your name so I can document this in his chart?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK, no, ma'am, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Yes ma'am thank you OK.
[AGENT][POSITIVE] Mhm, thank you.