AccountId: 011433970860
ContactId: bb12e650-16bd-441b-a129-6f910cbe5644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97419 ms
Total Talk Time (AGENT): 44337 ms
Total Talk Time (CUSTOMER): 34911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/bb12e650-16bd-441b-a129-6f910cbe5644_20250619T18:01_UTC.wav
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[AGENT][NEUTRAL] I come back to you and you just send me some names.
[CUSTOMER][NEUTRAL] Hi, I'm sorry. I hear you very muffled.
[AGENT][POSITIVE] Oh, I'm sorry. My name is [PII]. Thank you for contacting ATL. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. Um, I need benefits, outpatient benefits for a patient.
[AGENT][NEUTRAL] I can help with outpatient benefits. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] Sure. It's 02.
[CUSTOMER][NEUTRAL] 175475 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Of course, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] The outpatient benefits for this policy will pick up the deductible, co-payment, or co-insurance for outpatient services up to $500 per calendar day. That is per calendar day, and it is just a verification benefits, not a guarantee of payment. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, yes, do you have a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today say as our reference.
[CUSTOMER][POSITIVE] All right. Thank you so much. You have a great day.
[AGENT][POSITIVE] OK, thanks for contacting A