AccountId: 011433970860
ContactId: 5f69c01f-8d6f-49d7-b344-d72e078199ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237639 ms
Total Talk Time (AGENT): 79408 ms
Total Talk Time (CUSTOMER): 52091 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5f69c01f-8d6f-49d7-b344-d72e078199ef_20250312T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I'm calling from an agent's office and I just need to see if a member has satisfied his $100 outpatient deductible for the year.
[AGENT][NEUTRAL] OK, Ms [PII], I can help you um with the patient and their deductible. Can you please give me the group number?
[CUSTOMER][NEUTRAL] Sure it's 23379.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify the physical address for the group?
[CUSTOMER][NEUTRAL] Oh, I gotta think with it which one we used. Uh, it should be [PII].
[AGENT][POSITIVE] Thank you so much and then can you also give me the broker's name?
[AGENT][NEUTRAL] The um agency.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying that information for me and then what is the patient's or the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the patient is also [PII].
[CUSTOMER][NEUTRAL] Policy number 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 357695
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looking to see.
[AGENT][NEUTRAL] I'm just checking right now to see what's paid because that would tell me.
[AGENT][NEUTRAL] He does not have any claims for the year of [PII], so that would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless he's paid and the claim hasn't come through yet.
[CUSTOMER][NEUTRAL] Got it. OK, yeah, and I don't, I can't really think of any business.
[AGENT][NEGATIVE] Then I would say no because nothing's been, been paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] All right, well I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well it's no problem at all Miss [PII] is anything else I can do to help you?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye