AccountId: 011433970860
ContactId: 8cbfa368-026b-4b4c-a592-f123075a606d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116599 ms
Total Talk Time (AGENT): 54620 ms
Total Talk Time (CUSTOMER): 40262 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/8cbfa368-026b-4b4c-a592-f123075a606d_20250219T14:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. I'm calling from Digestive Medicine Associates, and I have a patient that is going to have a procedure, and I need to know the benefits of patients.
[AGENT][POSITIVE] Sure, I can assist you with that patient benefits. May I have your name?
[CUSTOMER][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 023-371-88.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and you say you need outpatient benefits. Before I give you benefits, I need to let you know that this is not a guaranteed payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of $500 per occurrence.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. And, uh, OK.
[CUSTOMER][NEUTRAL] Alright, can I get um the spelling of your name and a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Um, my name is [PII], that's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Perfect, thank you very much and have a nice day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Byebye Miss [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.