AccountId: 011433970860
ContactId: 926e1dad-ffd2-4285-ae8c-9f046d9e05c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97919 ms
Total Talk Time (AGENT): 55031 ms
Total Talk Time (CUSTOMER): 33090 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/926e1dad-ffd2-4285-ae8c-9f046d9e05c9_20250226T14:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] hi I'm calling to get benefits on a patient please.
[AGENT][NEUTRAL] OK, how can I help with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much [PII] and what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Um, [PII]. They went back that way.
[AGENT][POSITIVE] Thank you so much and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02137787.
[AGENT][POSITIVE] Thank you so much one moment please thank you.
[AGENT][NEUTRAL] OK, and to repeat and confirm, I have that as 021377887.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you, do you need benefits as well as eligibility?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, would this be for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatients.
[AGENT][NEUTRAL] OK, I can assist you with that as well. The policy shows effective as of [PII] shows active as a supplemental medical. Will this be for an office setting or facility charge?
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] OK, thank you. Please note verification of benefits provided does not guarantee payment. We pay up to $500 per day.
[CUSTOMER][NEUTRAL] $500 per day max.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK thank you you have a great day.
[AGENT][POSITIVE] You as well thank you for calling ATL. take care bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.