AccountId: 011433970860
ContactId: aecc1481-9dbb-4251-a769-805e091b8496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94940 ms
Total Talk Time (AGENT): 54911 ms
Total Talk Time (CUSTOMER): 50413 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/aecc1481-9dbb-4251-a769-805e091b8496_20250210T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I got you. Yeah, I left a voicemail Hi, this is [PII] calling from HR and Wake Forest surgical Services. I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] You're welcome. OK, I'm calling to check on a patient's insurance eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I can be reached at [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, 02432987.
[AGENT][NEUTRAL] Can you please verify. Mhm.
[CUSTOMER][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] Go ahead, [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for an office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to $25 per visit and he gets um 4 visits per calendar year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, not at this time thank you kindly. You're welcome.
[AGENT][POSITIVE] OK, I thank you, [PII] for calling ATL. Have a great day. Mhm. Bye.
[CUSTOMER][POSITIVE] You too OK bye bye.