AccountId: 011433970860
ContactId: 933c141e-ad24-4697-b30b-efcec807904c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61020 ms
Total Talk Time (AGENT): 25694 ms
Total Talk Time (CUSTOMER): 27629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/933c141e-ad24-4697-b30b-efcec807904c_20250207T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I'm just calling to verify coverage on a patient.
[AGENT][POSITIVE] Alright, I'm happy to check benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 1407927 M as in Mary L as in Lima 8
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Patients active, effective date is [PII].
[CUSTOMER][NEUTRAL] Um, do you guys have a portal online that we can verify benefits on?
[AGENT][NEUTRAL] We have an online service center, yeah, do you want our web address?
[CUSTOMER][NEUTRAL] I have that it's only claims though is that the secured [PII]?
[AGENT][NEUTRAL] Oh yeah, I'm sorry, yeah, it's just for claims you're right, I apologize.
[CUSTOMER][POSITIVE] Yeah, that's OK. It's just sometimes it's hard to stop and call on every patient so we were, you know, I was just hoping you had a portal. Alright, hon, thank you so much for your help. You have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You too bye bye.