AccountId: 011433970860
ContactId: 88b5e385-05bf-44bf-95f4-2670d1a542d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208610 ms
Total Talk Time (AGENT): 103933 ms
Total Talk Time (CUSTOMER): 35401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/88b5e385-05bf-44bf-95f4-2670d1a542d6_20250515T19:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so I was calling for eligibility and benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's D437328-30.
[AGENT][NEUTRAL] Do you have the policy certificate number? It's gonna start with a 0 followed by 7 digits.
[AGENT][NEUTRAL] That's gonna be your number.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK. Let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK, and may I have the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find this number.
[AGENT][NEUTRAL] OK. And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I did find a policy.
[AGENT][NEUTRAL] And Ms. [PII], you say you need eligibility and benefits for what type of service?
[CUSTOMER][NEUTRAL] For urgent or primary care.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Let me give you the policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Policy number is 0259.
[AGENT][NEUTRAL] 641 7.
[AGENT][NEUTRAL] And let's see, we have an effective date of [PII]. It is active at the moment and this is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check and see if we cover a primary doctor. One moment, let me pull the certificate.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, here it is.
[AGENT][NEUTRAL] OK. So this one does not cover office. Mm mm, this one doesn't cover office. This is only for um the only thing that it will cover in office is a small surgery.
[AGENT][NEUTRAL] Um, other than that, it will not cover just the visits for the for the office, no.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, thank you so.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.