AccountId: 011433970860
ContactId: 71e75cac-9895-4ae6-86e0-c6a55e8a6d1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170160 ms
Total Talk Time (AGENT): 78085 ms
Total Talk Time (CUSTOMER): 52714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/71e75cac-9895-4ae6-86e0-c6a55e8a6d1e_20250411T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII]. I call you from the facility. I need to check the the eligibility and benefits for a patient, please, outpatient benefits.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the benefits and eligibility. May I please get your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Florida diagnostic imaging.
[AGENT][NEUTRAL] OK and may I please get the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] 476102595724.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] OK, I have Ms. [PII] pulled up.
[AGENT][NEUTRAL] The effective date of her policy is [PII] and the policy is active.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental policy that helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you see any accumulation?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] She's used $614.95.
[CUSTOMER][POSITIVE] OK perfect thank you any um reference number please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], and today's date.
[CUSTOMER][NEUTRAL] And last initial sorry?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you I appreciate your help. OK? Have a nice day.
[AGENT][NEUTRAL] You too, Miss [PII]. Is that everything that I can help you with today before we go?
[CUSTOMER][POSITIVE] Yes. Yeah, thank you. Happy weekend also.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Happy weekend to you too. Thank you. You have a blessed one. We appreciate you calling APL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you. bye-bye.