AccountId: 011433970860
ContactId: c616726d-9965-49e1-a0aa-000e5645d2d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130860 ms
Total Talk Time (AGENT): 65422 ms
Total Talk Time (CUSTOMER): 39410 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c616726d-9965-49e1-a0aa-000e5645d2d7_20250514T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I needed to verify benefits for a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility for Minor?
[CUSTOMER][NEUTRAL] Diagnostic Center for Women?
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's 0197989.
[CUSTOMER][NEUTRAL] 7, M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right, and you need outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Sure. OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of
[AGENT][NEUTRAL] $500 per occurrence.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Nope, that's about it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.