AccountId: 011433970860
ContactId: 68e41764-4688-491a-8eab-0e8cbfd8cb88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130399 ms
Total Talk Time (AGENT): 47507 ms
Total Talk Time (CUSTOMER): 66239 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/68e41764-4688-491a-8eab-0e8cbfd8cb88_20250129T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I need to find out if uh our doctor is in network.
[AGENT][POSITIVE] OK, yes, ma'am. I can assist you with benefits. Um first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Thank you. And could I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII], and the insurance is under [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] OK. It's 0256.
[CUSTOMER][NEUTRAL] 72
[CUSTOMER][NEUTRAL] 06
[AGENT][NEUTRAL] Yes, ma'am. And could you please verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] My husband's is [PII] 2360.
[CUSTOMER][NEUTRAL] And it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and just let me advise you the verification of coverage does not guarantee payment of claims. I'm showing that under this policy, there's no network and we work with all providers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You work with all providers. OK. They, up there where I tried to call, is where we normally is our family doctor, and they said to call a number and see if you, so I'll tell them that you work with all.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, we work with our providers and we don't go by network. That's correct and they can give us a call to um verify the benefits.
[CUSTOMER][NEUTRAL] Providers.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Mm, thank you.