AccountId: 011433970860
ContactId: c146b9df-f697-4544-ab0d-2f02ff783279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130020 ms
Total Talk Time (AGENT): 66220 ms
Total Talk Time (CUSTOMER): 38700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c146b9df-f697-4544-ab0d-2f02ff783279_20250102T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon, [PII]. My name is [PII] and I'm calling from the diagnostic Center of Miami. Um, I need to check benefits on a patient please.
[AGENT][NEUTRAL] OK, I can help you with benefits, um, Ms. [PII], what is the callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And her last name is spelled [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02134838ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount per calendar year of $7350 and she also has an outpatient calendar year benefit amount of $7350.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Well thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You, you are so welcome, Mr. [PII]. Thank you for calling APL. I hope you have a blessed day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm, bye-bye.