AccountId: 011433970860
ContactId: 58756835-cb5f-48cc-897b-40b6ed60b163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63389 ms
Total Talk Time (AGENT): 24391 ms
Total Talk Time (CUSTOMER): 36010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/58756835-cb5f-48cc-897b-40b6ed60b163_20250327T15:29_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], this is [PII] again. I was just on the phone with you and I forgot to ask a question.
[AGENT][NEUTRAL] Alright, no worries. What's up [PII]?
[CUSTOMER][NEUTRAL] OK, so, um, for the patient, I don't know if you need his member ID to pull it back up, um, for his primary, um, they, he has a $5000 deductible, um, with being the supplementary insurance, is that something, um, would you all handle that deductible for him?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah, so the secondary insurance would cover the deductible or the co-pay or co-insurance, um, up until that allotted amount, whatever that amount was, as far as the benefits.
[CUSTOMER][NEUTRAL] OK, OK, that makes sense.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK, well, that is everything I needed. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] All right. Uh-huh, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.