AccountId: 011433970860
ContactId: a51c6baa-5d78-479c-817d-5d857ef21dee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233240 ms
Total Talk Time (AGENT): 84030 ms
Total Talk Time (CUSTOMER): 127800 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a51c6baa-5d78-479c-817d-5d857ef21dee_20250331T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII], and I got insurance through y'all through WorkSource, and I need to find out if y'all will pay for a pains Management Centers of America, a specialty clinic my doctor wants me to go to.
[AGENT][NEUTRAL] OK. Um, I can go ahead and check your benefits. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEGATIVE] Uh yeah, I just mean, boy, I did 4 phone calls just to get this done and I'm so aggravated. Oh my [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I get home.
[CUSTOMER][NEUTRAL] Yeah there's a file but they cut down the street because. Alright, what do you need? Hello.
[AGENT][NEUTRAL] The policy number if you have it.
[AGENT][NEUTRAL] Yes, the policy number if you have it.
[CUSTOMER][NEUTRAL] He fell over and
[CUSTOMER][NEUTRAL] OK, hang on, uh, damn, I can see it.
[CUSTOMER][NEUTRAL] Read me that policy number right there please.
[CUSTOMER][NEUTRAL] OK, it's uh.
[CUSTOMER][NEUTRAL] There, wait a minute, let me get my glasses. You can read it. I, I ain't got my glasses. They're in the policy, the medical ID number? Policy number policy number uh I got it.
[CUSTOMER][NEUTRAL] Ready? Yeah. 0202.
[CUSTOMER][NEUTRAL] 58 5828280101.
[AGENT][POSITIVE] OK, thank you. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] [PII]. Right. Yeah, I saw it.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] There you
[CUSTOMER][NEUTRAL] Thank you man. Yeah, but that thing is it's just smaller, smaller than I can see without my glasses and that's still good.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I couldn't even see the whole card before.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So, um, Mr. [PII], I need to verify the mailing, um, your, I'm sorry, your mailing address, your date of birth, and your email address for security.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right. [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And what's your date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so this one is one of our limited hospital indemnity plans. It does have office visit benefit. Um, a pain management clinic will be under your office visit benefit, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, we cover $50 per visit, maximum of 4 visits, and this is combined visits, either a PCP, which is your regular doctor or specialist.
[CUSTOMER][NEUTRAL] But they did both that.
[CUSTOMER][NEUTRAL] OK, uh, I got their fax number. Uh, uh, can I have them call you or can you fax them that? Can you fax that to them?
[AGENT][NEUTRAL] Oh, we don't have a way of faxing this information over. Um, what we can do is give them a verbal information, like if they call us to the same number, you just dial the [PII], we can verify the benefits with them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll, we'll do that then.
[AGENT][NEUTRAL] OK. All right. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] No thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.