AccountId: 011433970860
ContactId: cceb23e3-3c04-4046-a5b6-56584740630c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110550 ms
Total Talk Time (AGENT): 55897 ms
Total Talk Time (CUSTOMER): 37863 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/cceb23e3-3c04-4046-a5b6-56584740630c_20250115T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to verify benefits for a patient.
[AGENT][NEUTRAL] Hey, I can help you. Your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 01796763
[AGENT][NEUTRAL] Mhm and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no, I'm sorry, uh [PII], no extension.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you said you're checking eligibility and benefits?
[CUSTOMER][POSITIVE] Yeah, benefits to see would be covered for a sleep study outpatient facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get that information for you and so I'm showing the policy effective date is [PII] and the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show the maximum outpatient benefit is up to $3000 per calendar year.
[AGENT][NEUTRAL] And this information is verification, not a guarantee of payment.
[AGENT][NEUTRAL] And I'll check to see if any of that has been used this year and nothing has been used this year and did you have any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] Uh, just, what did you say your name was again?
[AGENT][NEUTRAL] It's [PII], first initial and last name is [PII].
[CUSTOMER][NEUTRAL] Is there a reference number, [PII]?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] All right, that's all I needed. Thank you so much for your help and you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, [PII], have a good day as well.
[CUSTOMER][POSITIVE] Thank you. Goodbye.