AccountId: 011433970860
ContactId: 7a062242-1699-4eb0-839b-b699ac993955
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153940 ms
Total Talk Time (AGENT): 68407 ms
Total Talk Time (CUSTOMER): 54703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/7a062242-1699-4eb0-839b-b699ac993955_20250516T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. What is your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], I'm sorry you broke up. Um, I'm just calling to see if a patient needs preserve for a surgery. I see on the back of the card, it says that this is a supplemental limited benefit plan and they contain limited benefits as such, there is no pre-certification requirement, but I'm just making sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's um [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 1265692.
[AGENT][NEUTRAL] Alright, let me look that up for you.
[CUSTOMER][NEUTRAL] For celebrities rate.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Hi [PII], I'm showing that this policy is active with an effective date of [PII]. This is a Medlink policy, which is a secondary gap policy. Um, what that means is we will need before you can file a claim for Medlink or this policy to pay for it, the prime, the major medical will need to pay for it first. If Major Medical denies it, then this one won't pay for it either.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, got you, OK, but there's no preser, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Unless their major medical requires it? No.
[AGENT][NEGATIVE] On our end, we do not.
[CUSTOMER][NEUTRAL] Alright, yeah, it does so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] Alright [PII], if there's nothing else I can help you with, thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Wait, do you have a reference number?
[AGENT][NEUTRAL] We don't do reference numbers, but you can use my name and last initial which is [PII] in today's date.
[CUSTOMER][POSITIVE] All right I appreciate it you have a good weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Great thank you you too bye.
[CUSTOMER][POSITIVE] Bye-bye. Thank you.