AccountId: 011433970860
ContactId: 72b86d39-e25f-4cf5-8cf1-156f79144947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107180 ms
Total Talk Time (AGENT): 42158 ms
Total Talk Time (CUSTOMER): 46000 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/2025/02/05/72b86d39-e25f-4cf5-8cf1-156f79144947_20250205T13:29_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling from Gastro Health.
[AGENT][POSITIVE] Yes, [PII], how can I help you?
[CUSTOMER][NEUTRAL] Um, I'd like to find out um if this patient's gap insurance covers in offices procedures.
[AGENT][NEUTRAL] Yes, I can help with that. What is the uh policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 122.
[CUSTOMER][NEUTRAL] 197.
[CUSTOMER][NEUTRAL] 6 M for mom.
[CUSTOMER][NEUTRAL] L for Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][POSITIVE] I appreciate that thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The policy went into effect on uh
[AGENT][NEUTRAL] Um, [PII], it is active. Now, the policy is really for in and out of hospital procedures only, so treatment within a physician's office is not going to be covered, but [PII] says, so, yeah.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Nope, that is literally all thank you so much. Can I have a reference number to this call, please?
[AGENT][NEUTRAL] OK, well
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much ma'am have a great rest of your day.
[AGENT][POSITIVE] Alright, thanks for contacting us you have a good.