AccountId: 011433970860
ContactId: 658d54c2-bb1a-4cc9-8ec3-923493ee7e28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106779 ms
Total Talk Time (AGENT): 61149 ms
Total Talk Time (CUSTOMER): 35170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/658d54c2-bb1a-4cc9-8ec3-923493ee7e28_20250328T17:38_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII]. I need to verify benefits for a patient.
[AGENT][NEUTRAL] I can help with benefits, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, let me just grab this up because I think it is not the one they gave me, but OK, um, it says 1848946.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you very much. It does look like he is active on this policy that went into effect on [PII]. It is active. The policy is a secondary or gap, and we have benefits for outpatient hospital, inpatient hospital treatment within a physician's office. Is there anything in particular, to I can help with?
[CUSTOMER][NEUTRAL] Yeah, we're looking for outpatient MRI.
[AGENT][NEUTRAL] OK. That comes under our outpatient services of $500 per calendar day, so we will pick up the deductible, co-payment or co-insurance from the major medical, up to $500 per calendar day. That is just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] But it is for each calendar day.
[CUSTOMER][NEUTRAL] Got it. OK, may I have a reference number for our call today [PII]?
[AGENT][NEUTRAL] Yes, it's my name. Uh, the first letter of my last name is [PII], and we'll use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that was it thank you so much I greatly appreciate all your help.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thanks for contacting you too have a