AccountId: 011433970860
ContactId: 9279d46d-b0f4-4e95-b488-5c1c4e457861
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160639 ms
Total Talk Time (AGENT): 81841 ms
Total Talk Time (CUSTOMER): 75589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9279d46d-b0f4-4e95-b488-5c1c4e457861_20250611T19:26_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] Hi, good afternoon. What's your name again, [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Oh [PII], hi [PII]. My name is [PII]. I'm calling from Pembroke Pink Imaging checking benefits on a patient. Just wanna know she's met her max and stuff like that, her effective date.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, yes, I can assist you with eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. It's gonna be 01679300 ML 8.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, let me pull the most recent policy. One moment, let me pull this other policy.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] OK, let me know when you're ready and I can give you the correct policy number.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] OK. The correct policy number is 0258.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 22
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15 perfect I'll fix that thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm OK. So we have an effective date of [PII] and it is active at the moment. This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it, supplement, and what is her max?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm, OK, let me get her back, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. This one has a daily benefit, daily benefit amount of $500.
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] 500 daily, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So nothing. I mean, I, I'm not gonna ask you about [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you have a reference number sorry for that?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII]. Is there anything else? Mhm, yeah.
[CUSTOMER][POSITIVE] And today's date. OK, so I thank you so much. You have a good day. Thanks for helping me.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome. You as well. Have a good afternoon, Ms. Goodbye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye now. You too. Bye.
[AGENT][NEUTRAL] Mhm.