AccountId: 011433970860
ContactId: ba08e198-0148-4ad0-ac4f-53ae57ff5e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111620 ms
Total Talk Time (AGENT): 57757 ms
Total Talk Time (CUSTOMER): 36492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ba08e198-0148-4ad0-ac4f-53ae57ff5e63_20250514T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, I have a patients, uh, benefits here. I see they have a $1000 remaining, uh, they had $1000 on the deductible for a year, but I just wanted to know if they've used it yet.
[CUSTOMER][NEUTRAL] If it's been charged.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Yes, I can assist you with benefits. And first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Mhm it's [PII] last initial R [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm it's 01812666 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [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 um inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, outpatient inventory.
[AGENT][NEUTRAL] OK, yes, for outpatient, we do cover up to 1000 per calendar year and I'm showing that the full amount is available. She hasn't used any so far this year.
[CUSTOMER][NEUTRAL] OK, alright, perfect, just your name in reference for the call then.
[AGENT][NEUTRAL] Um, my name and today's date is the reference number. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all thank you so much.
[AGENT][POSITIVE] OK, I thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Alright take care thank you.