AccountId: 011433970860
ContactId: b023c42d-6a3b-4435-a420-9390e170ed33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298160 ms
Total Talk Time (AGENT): 111816 ms
Total Talk Time (CUSTOMER): 67186 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b023c42d-6a3b-4435-a420-9390e170ed33_20250519T18:19_UTC.wav
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[AGENT][NEUTRAL] For contacting UTI. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Hello, thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I have a question. I need to have, uh, a CT scan of my heart and also some, uh, bone density, uh, exams done.
[CUSTOMER][NEUTRAL] And I'm wondering if you guys help me pay for those.
[AGENT][NEUTRAL] I would be glad to look up your policy and see what uh what it covers. Do you have your policy number there with you?
[CUSTOMER][NEUTRAL] Uh, I do.
[CUSTOMER][NEUTRAL] Uh, it is payer ID, is that the one you need?
[AGENT][NEUTRAL] Uh, no, it may begin with a 01 or 02. It's, it might say outpatient or inpatient benefits.
[CUSTOMER][NEUTRAL] OK, so that will be an outpatient, right?
[AGENT][NEUTRAL] Uh, probably, yes.
[CUSTOMER][NEUTRAL] The exams.
[CUSTOMER][NEUTRAL] OK, 02599303 ML 8.
[AGENT][NEUTRAL] Thank you. Um, if I, while I'm looking this up, if I could just verify your name, a date of birth, and a phone number, please?
[CUSTOMER][NEGATIVE] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the phone number [PII].
[AGENT][NEUTRAL] OK, thank you, trying to look this up now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You have this through your employer, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You, you have this, this gap insurance through your employer, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, OK, thank you. I submit.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the reason that I was asking, um, so is that that we're showing that your policy.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Was an effect from [PII], but I'm, I'm not showing that it's active, so I'm just, I'm still just checking here to see what um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What we have.
[AGENT][NEUTRAL] Let's see, let me just go to one other place here, um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Normally these, these policies would cover that sort of service, um.
[AGENT][NEUTRAL] Uh, but um.
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] a
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want
[AGENT][NEUTRAL] And thank you for holding with me. I'm just, I'm still checking to see what is, what we have here. Um, OK, so I'm not showing that you're active with the, with the coverage. Um this is something that you may want to talk to your employer about, um.
[AGENT][NEUTRAL] I'm showing that you did have it, uh, it shows that you had it on [PII], but that, that lapsed. And so, um, I don't know whether that's something that you want to talk to your uh HR about, um, but we are showing that we uh.
[AGENT][NEUTRAL] Um, we received something on the [PII] saying that it was, uh, we received a group letter stating that it was canceled.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] We're not, we're not showing that you have a policy with us anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'll check this. Appreciate.
[AGENT][POSITIVE] OK, well there's nothing I can help with. Thanks for contacting us. You have a good day.