AccountId: 011433970860
ContactId: 5ff233fe-0fad-47e2-94eb-88e1c877d466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130350 ms
Total Talk Time (AGENT): 58925 ms
Total Talk Time (CUSTOMER): 53391 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5ff233fe-0fad-47e2-94eb-88e1c877d466_20250513T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to um verify coverage and benefits for one of your members.
[AGENT][NEUTRAL] All right, I'm happy to check on benefits and coverage. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02538459 ML 8.
[AGENT][NEUTRAL] Thank you. All right. And then for documentation, can I grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK perfect um can you tell me her um she's she's a policy holder, right? She's a subscriber she's not a.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, she is correct yeah mhm correct.
[CUSTOMER][NEUTRAL] Dependent.
[CUSTOMER][NEUTRAL] OK, perfect. May I please have her outpatient coverage?
[AGENT][NEUTRAL] Looks like her outpatient benefit, yeah, benefit max for the year is gonna be $3000.
[CUSTOMER][NEUTRAL] Amount
[AGENT][NEUTRAL] And looks like, yeah, looks like they have the full amount remaining. Nothing has been used.
[CUSTOMER][NEUTRAL] $3000 OK.
[CUSTOMER][POSITIVE] OK dokey um.
[CUSTOMER][NEUTRAL] Can you please spell your
[CUSTOMER][NEUTRAL] Name, I'm sorry.
[AGENT][NEUTRAL] No, no problem. My name is [PII], that's spelled [PII]
[CUSTOMER][NEUTRAL] And last name initial please?
[AGENT][NEUTRAL] It's [PII], and that's the call reference with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for all your help, [PII]. You have a lovely day.
[AGENT][NEUTRAL] You too. Bye bye.