AccountId: 011433970860
ContactId: b7647759-afa7-42a8-89c4-0d4a145aefa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116720 ms
Total Talk Time (AGENT): 59439 ms
Total Talk Time (CUSTOMER): 38121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b7647759-afa7-42a8-89c4-0d4a145aefa6_20250523T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling to check uh patient eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility benefits the policy number.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][POSITIVE] Yes, I can certainly help with the eligibility and benefits with that policy that we're looking at today.
[CUSTOMER][NEUTRAL] Um, yes, it's 01823110 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. If I can have a callback number please the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. This policy went into effect on [PII]. It is active. Now you mentioned wanting to know about benefits.
[AGENT][NEUTRAL] Outpatient benefits for this policy. We will pick up the deductibles, co-payment or contract from the major medical for outpatient services up to $500 per calendar day or for inpatient hospital services up to $5000 per calendar year.
[AGENT][NEUTRAL] Is there anything in particular that I can tell you?
[AGENT][NEUTRAL] Any particular benefit
[CUSTOMER][NEUTRAL] Um, it's for an endoscopy. Would that be, um, covered at 500 you said per day?
[AGENT][POSITIVE] That's correct. That is for the outpatient service.
[AGENT][NEUTRAL] With an outpatient?
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. And can I please have a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date.
[CUSTOMER][POSITIVE] Thank you very much have a good one nice weekend.
[AGENT][POSITIVE] Thanks for contacting us. Have a good day. If we continue.