AccountId: 011433970860
ContactId: 96a92ae2-5136-42ed-9889-4334b4f554d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97510 ms
Total Talk Time (AGENT): 41596 ms
Total Talk Time (CUSTOMER): 35327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/96a92ae2-5136-42ed-9889-4334b4f554d1_20250519T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. Hi, [PII]. My name is [PII] and I'm calling from the diagnostic Center of Miami. I need to get benefits on a patient, please.
[AGENT][POSITIVE] All right, I'm happy to check on benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02562814.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance of primary does not.
[CUSTOMER][NEUTRAL] OK, and what do, what is the amount that that this policy covers?
[AGENT][NEUTRAL] Let's see, are we looking for outpatient?
[CUSTOMER][NEUTRAL] Yeah, diagnostic tests. I'm an MRI.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah she wants to know what coverage she has.
[AGENT][NEUTRAL] So their outpatient benefit max is 15,000 for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, has she used that up?
[AGENT][NEGATIVE] Uh, it doesn't look like anything has been used for the year.
[CUSTOMER][NEUTRAL] OK, so she has 1500, OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Is there anything else I can check for it? Yup, that's correct.
[CUSTOMER][NEUTRAL] Correct?
[CUSTOMER][POSITIVE] No, no, no, that's it. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.