AccountId: 011433970860
ContactId: a134c7d8-c1f9-4704-82f3-850c38e6fea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124319 ms
Total Talk Time (AGENT): 75497 ms
Total Talk Time (CUSTOMER): 31398 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a134c7d8-c1f9-4704-82f3-850c38e6fea5_20250519T20:04_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I can't really understand you. What did you say your name is?
[AGENT][POSITIVE] My name is [PII]. Thank you for contacting ATL. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling to get benefits for outpatient services for a patient.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with outpatient benefits. And what is that um policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Policy number is 02609742.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. While I'm looking that up, if I could just have a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. The policy went into effect on [PII]. It is active now for outpatient services such as outpatient hospital, um, outpatient ambulance, cancer, uh, durable medical, that sort of thing, we will pick up the deductible, co-payment or coinsurance up to $5000 per calendar year. That is just a verification, the benefits, not a guarantee of payment, and it looks like for the calendar year [PII].
[AGENT][NEUTRAL] 25, um, Camilla has, uh, used approximately $110 in his benefit.
[CUSTOMER][NEUTRAL] Used 110.
[AGENT][NEUTRAL] Yes, uh-huh. Now do you, do you need to know, uh, where to send, uh, your claim to us, or is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, nothing further. I just need a reference number.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date, the [PII] is our record.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] Thanks for contacting