AccountId: 011433970860
ContactId: bf23b01c-9459-4268-80ea-57ce26327de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135100 ms
Total Talk Time (AGENT): 62758 ms
Total Talk Time (CUSTOMER): 48883 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/bf23b01c-9459-4268-80ea-57ce26327de6_20250214T22:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I just wanted to check the status on a patient that we have here uh for their insurance.
[AGENT][NEUTRAL] OK, may I have your name? I can help you.
[CUSTOMER][POSITIVE] Like the benefits. Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Thank you so much [PII], and what is your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] I have 01770359 ML 7. Let me know if that's like the right one.
[AGENT][NEUTRAL] Oh, I will one moment please.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and are you calling for inpatient or outpatient benefits please?
[CUSTOMER][NEUTRAL] Give me a second. Am I calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Out outpatient urgent care.
[AGENT][NEUTRAL] OK, uh, the member shows effective as of [PII].
[AGENT][POSITIVE] And in regards to the 7 or 8, it will be outpatient for the [PII], so no problem give me one second, get those benefits for urgent care.
[AGENT][POSITIVE] One moment thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay a benefit of up to $1000 per calendar day. Again, this pays on a per day max of up to $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then, can I get a reference number, please?
[AGENT][NEUTRAL] We do not use reference numbers, but you can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. I hope you have a nice one and happy Valentine's.
[AGENT][POSITIVE] You too, [PII], have a great day. Thank you.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye bye.