AccountId: 011433970860
ContactId: b1557bf1-7756-4a88-af68-cca4b2375bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125760 ms
Total Talk Time (AGENT): 60273 ms
Total Talk Time (CUSTOMER): 56048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b1557bf1-7756-4a88-af68-cca4b2375bc1_20250203T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'm calling just to get eligibility um for a patient.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That'll be 01926329.
[AGENT][POSITIVE] Thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name would be [PII] Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effect date on this is [PII] for AA.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does she have any benefits in this plan?
[AGENT][NEUTRAL] So we're the secondary insurance, this is gonna cover deductible, co-pay, co-insurance. The primary does not. The patients out of pocket or outpatients, excuse me, for the benefit year is going to be 2550.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] When I say single
[CUSTOMER][NEUTRAL] Has she used towards that?
[AGENT][NEUTRAL] Let me check that here one moment.
[AGENT][NEUTRAL] It looks like they have the full amount available for use.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Alrighty then and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] Got it. Let me go ahead and get a reference number for this call, please.
[AGENT][NEUTRAL] Absolutely, [PII]. That is gonna be my name with my last initial than today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Got it. Alrighty then well thank you very much that's all I needed to know.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][NEUTRAL] Bye bye