AccountId: 011433970860
ContactId: 60952588-9cc2-4185-828f-288c03af3d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167580 ms
Total Talk Time (AGENT): 67600 ms
Total Talk Time (CUSTOMER): 71188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/60952588-9cc2-4185-828f-288c03af3d7f_20250619T19:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Who am I speaking with? I'm sorry?
[AGENT][NEUTRAL] Um, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Oh [PII], well, I spoke to you the other day and another patient.
[AGENT][POSITIVE] OK. I'm good. How are you?
[CUSTOMER][NEUTRAL] How are you doing today?
[CUSTOMER][POSITIVE] I can't complain, um, it's already Friday [PII].
[AGENT][POSITIVE] Yeah, exactly. Exactly. That's how I see it.
[CUSTOMER][NEUTRAL] I complain right?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] My name is [PII]. Um, first initial is [PII], calling from [PII] to verified, um, benefits on a mutual patient.
[AGENT][NEUTRAL] I'm sure, [PII], could I get the policy number?
[CUSTOMER][NEUTRAL] 02556490.
[AGENT][NEUTRAL] OK. And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] um oh my God, her last name is [PII] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And do you need to verify benefits or check on the status of a claim?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, no, be, uh, verify benefits.
[AGENT][NEUTRAL] OK. And for outpatient, let's see, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it's 8700. Has she obtained anything?
[AGENT][NEUTRAL] Um, no, ma'am. So far she hasn't used anything this year.
[CUSTOMER][POSITIVE] OK, uh, wonderful. I'm gonna go ahead and use your first name, your, uh, first of your last name, and today's date.
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, we, no, not, not, not yet. Thank you so much. Enjoy your Thursday. Happy weekend to you. Take care bye bye.
[AGENT][NEUTRAL] Same to you, [PII].