AccountId: 011433970860
ContactId: b5ac280d-c96d-4a30-9c14-6899bbf8926b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163500 ms
Total Talk Time (AGENT): 66305 ms
Total Talk Time (CUSTOMER): 89887 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b5ac280d-c96d-4a30-9c14-6899bbf8926b_20250227T15:28_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] We've got a bad connection I think but um we'll try to get through the call um I'm trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can you please give me your name and the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and the facility is [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, thank you Miss [PII] and then what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth, and policy number please.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is 025174774.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, can I ask you this question?
[AGENT][NEUTRAL] This is just to verify her benefits. It's not a get payment, yes.
[CUSTOMER][NEUTRAL] Of course I have a question. Alright, so this is an insurance plan that we send you a bill for, correct?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the reason I was asking that question, I know that seems like a, uh, uh, you know, uh, a weird question, but, um, it says on the back of the card that this is not a major medical plan and I just wanna make sure it wasn't something like, um, you know, one of those, um, [PII], um, you know, insurances.
[AGENT][NEUTRAL] Right, yes, I know what you're talking about. No, this is.
[CUSTOMER][NEUTRAL] Like a share plan, it's not a share plan then, yeah.
[AGENT][NEUTRAL] No, this is a gap insurance that's billed secondary to the primary, and this insurance, it, it helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that sounds good. I'll be able to update my notes for that information. Thank you for your help today I appreciate it. Yes ma'am.
[AGENT][POSITIVE] Yes, you're very welcome. You're very, very welcome. All right. You too, Ms. [PII], and thank you for calling APTL.
[CUSTOMER][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye-bye.