AccountId: 011433970860
ContactId: 5cb59868-6d57-4e20-8ce0-4cf7aa6ae05a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233100 ms
Total Talk Time (AGENT): 80396 ms
Total Talk Time (CUSTOMER): 90363 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/5cb59868-6d57-4e20-8ce0-4cf7aa6ae05a_20250616T12:23_UTC.wav
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[AGENT][NEUTRAL] Contacting UTL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm on a recorded line. I'm just calling to verify benefits for a patient that's coming into the office for infusion therapy and just need to verify coverage for a specific procedure coach.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, [PII], I can help with benefits, um, and what is that policy number that we're looking at this morning?
[CUSTOMER][NEUTRAL] Yeah, uh, so it's going to be 018.
[CUSTOMER][NEUTRAL] 412.
[CUSTOMER][NEUTRAL] 73.
[AGENT][NEUTRAL] 73
[CUSTOMER][POSITIVE] Yes, 73, that's right.
[AGENT][NEUTRAL] OK, thank you. I'm sorry, I'm having a little trouble hearing you. OK, so, uh, the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, uh, so the patient's first name is gonna be [PII]. Last name is [PII].
[AGENT][NEUTRAL] And his date of birth, please?
[CUSTOMER][NEUTRAL] Uh, his date of birth is going to be [PII].
[AGENT][NEUTRAL] And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, so a good callback number it's just going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. Um,
[AGENT][NEUTRAL] [PII], the policy, this is a policy that we, that uh we do have. It is a uh an active policy, but [PII] is not listed as one of the participants.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There is a, this is uh one of our active uh um policies, but he is not listed as one of the covered uh participants.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So is, is this, uh, is he the spouse or somebody, um, is he?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let's see, just one second, I'll let you know, um.
[CUSTOMER][NEUTRAL] Sorry, just one moment, just waiting for this to load.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'm not able to see any spousal information. He's just stating that he has this listed as a secondary insurance policy.
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Well, the, the reason I was asking is, is, is because I'm not showing him at all. I'm not showing him as being one of the, uh, as being on this policy, put it that way.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it, it is, it is a policy. It, it, we do have this policy. It's just that it's not um it doesn't show him on it.
[CUSTOMER][NEUTRAL] OK, OK, yeah.
[CUSTOMER][POSITIVE] Got you. OK, that's no problem. I'll, um, we'll, we'll reach out to them and try to get some communication on uh what's going on with that secondary.
[AGENT][NEUTRAL] OK. Is there anything else at all that I can help you with?
[CUSTOMER][POSITIVE] Um, I appreciate it. Thank you for your help.
[AGENT][POSITIVE] OK, well thank you for contacting ATL Have a very yes.
[CUSTOMER][NEUTRAL] Um, there might not be one because you haven't.
[CUSTOMER][NEUTRAL] Oh yeah, I was just wondering there might not be one because we haven't like gotten into the case or anything, but is there a reference number or can I just use today?
[AGENT][NEUTRAL] It's just my name in today's day.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it and uh that'll be all for me.
[AGENT][POSITIVE] OK, well, thank you for, thanks for contacting AT. Have a good morning.