AccountId: 011433970860
ContactId: a5f6549c-f90c-4892-aa9e-37d3513cc27f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107779 ms
Total Talk Time (AGENT): 61210 ms
Total Talk Time (CUSTOMER): 36030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a5f6549c-f90c-4892-aa9e-37d3513cc27f_20250307T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This speaking. May I help you? You good?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from Family Care Middle Tennessee. I was calling to get benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02519727.
[AGENT][NEUTRAL] 2 OK, thank you. Oops, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, I'm sure his effective date is [PII]. He is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's for a primary care sick office visit.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me one moment. I don't think it's covered. I think they no, office visits are not covered, but they do have a benefit for procedures in office for sickness or an injury. Those procedures are covered, it's not the office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, just the procedures are covered. OK, and can I get a call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, and the spelling of your name?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APL. Have a great day and weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.