AccountId: 011433970860
ContactId: 878716e5-d014-4ae9-9ce1-6d01a451e2ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195199 ms
Total Talk Time (AGENT): 92146 ms
Total Talk Time (CUSTOMER): 102159 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/878716e5-d014-4ae9-9ce1-6d01a451e2ae_20250624T14:20_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.
[CUSTOMER][NEUTRAL] Hey, how you doing? This is [PII] calling from um Pema of Augusta emergency room department. I was calling to verify um benefit coverage for a patient.
[AGENT][NEUTRAL] Yes, I can help with benefits. I'm sorry, I didn't catch your name. I'm, I'm just having a little trouble with my phone.
[CUSTOMER][NEUTRAL] Hi, you're fine. My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, policy number I have is 02596460.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Last name [PII], [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. I just need to call that number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you. The policy went into effect on [PII]. It is active.
[CUSTOMER][NEUTRAL] Uh, you're feeling better?
[AGENT][NEUTRAL] Now, this uh particular policy is for hospitals.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, so there is a benefit for hospital admission. Uh, there's benefits, um, for surgery. Is there anything in particular, [PII], that we're looking at?
[CUSTOMER][NEUTRAL] Um, the patient just checked in and the, to the emergency room department. So does it cover, uh, emergency room visits?
[AGENT][NEUTRAL] OK, let's see here um.
[CUSTOMER][NEUTRAL] Alright, so you're all done.
[CUSTOMER][NEUTRAL] I still need you to complete your registration process by calling.
[AGENT][NEUTRAL] Yes, there's a physician's, uh, treatment, uh, that's um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That should cover that. Now that uh it's a one.
[CUSTOMER][NEUTRAL] And um the areas right I was.
[AGENT][NEUTRAL] It's a one-time benefit of $100.
[CUSTOMER][POSITIVE] You know, you know, it's too sweet.
[AGENT][NEUTRAL] Uh, let me just check here. Sometimes you don't have that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Red Bull.
[AGENT][NEUTRAL] OK, actually, no, um, what it is is it's, uh, it's accident or surgical benefit if she had surgery within a physician's office. So this is just for, um, it, it would just be hospital admission, hospital confinement, and surgery.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, OK. Yeah, cause that's what I was just saying. I think this, this sounds like it's more like a um supplement type insurance like how Aflac provides supplement insurance. That's what this is, honey.
[AGENT][NEUTRAL] Well, it's, it's actually a limited benefit hospital. Yeah, it's um
[CUSTOMER][NEUTRAL] The hospital stays and mhm.
[AGENT][NEUTRAL] Uh, so this is, uh, uh, this is for hospital stays, uh, and surgery, that sort of thing, sickness and accident. It doesn't really have anything for, uh, anything else that should, uh, the emergency room.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Alright, what's your name?
[AGENT][NEUTRAL] My name is [PII]. The [PII]. We use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, ma'am. And that's [PII], right?
[AGENT][NEUTRAL] That's it.
[AGENT][POSITIVE] That is right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, Ms. [PII]. You have a great shift, OK?
[AGENT][POSITIVE] Thanks for contacting us. You have
[CUSTOMER][NEUTRAL] right