AccountId: 011433970860
ContactId: cb39f1b0-7ab3-4573-aed4-4dbfd56a0e3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281209 ms
Total Talk Time (AGENT): 37881 ms
Total Talk Time (CUSTOMER): 95353 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cb39f1b0-7ab3-4573-aed4-4dbfd56a0e3a_20250117T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I went to a doctor's appointment today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they charged me like, I don't know, deductible, coinsurances, whatever with my primary insurance, right? And then I told them that I had this gap insurance, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know, they told me that.
[CUSTOMER][NEUTRAL] It's um like the calendar year is starting in June or is it starting now in January?
[AGENT][NEUTRAL] It typically starts in January. Did they, uh, call us? Did they say that they gave us a call?
[CUSTOMER][NEUTRAL] No, I don't, I don't know if they did or not, but.
[CUSTOMER][NEUTRAL] Um, I, I, I guess she saw the card and we got, we got this insurance in June, so she told me no, um.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] The $3000 that you have um.
[CUSTOMER][NEUTRAL] It starts in June, like from June to June, but I thought it was beginning of January, like.
[AGENT][NEUTRAL] Yeah, calendar year, yeah, um.
[CUSTOMER][NEUTRAL] Right, exactly. So can you help me with that and see if, if what they're telling me is, uh huh.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Yeah, do we just need to see and make sure that you have that those benefits available? Is that what we're looking at? OK, yeah, we could take a look at that. um, what was your name?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And can I get a good, I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have my policy number if you need it.
[AGENT][NEUTRAL] Um, that's OK. I can start using your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you and then can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Because like now I'm gonna have appointments like I have another one now in in February, I have one in March like that so I wanna make sure that I know what benefits I have.
[CUSTOMER][NEUTRAL] Yeah