AccountId: 011433970860
ContactId: 8c467d13-5499-4477-af51-09b279965d1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82839 ms
Total Talk Time (AGENT): 47898 ms
Total Talk Time (CUSTOMER): 20552 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8c467d13-5499-4477-af51-09b279965d1c_20250401T16:46_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes I'm just trying to verify benefits for patients.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Sure, thank you. What's the policy number, please?
[CUSTOMER][NEUTRAL] Gonna be 603011.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Gonna be [PII]. Date of birth is gonna be [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on November, excuse me, [PII].
[AGENT][NEUTRAL] It is current. Now these policies have $1000 per calendar year as the maximum. That's just a verification of benefits, not a guarantee of payment. Is there anything in particular I can tell you about this, um, policy? Would you like a faxed back or?
[CUSTOMER][NEUTRAL] Can I get a fax back please?
[AGENT][NEUTRAL] Yes, of course. What is your fax number?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can certainly do that. And is there anything else I can do before I send off this fax?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you very much for contacting APR. I'll have this for you in just a moment. You have a very good day.