AccountId: 011433970860
ContactId: 8d2f0bf4-3d04-44d0-8239-7c531b7ccd53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103989 ms
Total Talk Time (AGENT): 55060 ms
Total Talk Time (CUSTOMER): 35030 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/8d2f0bf4-3d04-44d0-8239-7c531b7ccd53_20250327T14:14_UTC.wav
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[CUSTOMER][NEUTRAL] I have
[AGENT][NEUTRAL] Thank you for calling NTL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I just need to verify benefits on a patient please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. And first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 026-03723.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit with primary care.
[AGENT][NEUTRAL] OK, under this policy, um, for outpatient services, um, including all office visits, we cover up to $50 per visit and he gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all I need I appreciate your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great day. Bye.
[CUSTOMER][NEUTRAL] question
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks.