AccountId: 011433970860
ContactId: ccfd7ed4-dbe9-4680-8371-89ba7bcb1bf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113400 ms
Total Talk Time (AGENT): 64541 ms
Total Talk Time (CUSTOMER): 43680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ccfd7ed4-dbe9-4680-8371-89ba7bcb1bf4_20250428T20:13_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from a hospital in regards to um gap insurance.
[AGENT][NEUTRAL] OK, it's certainly help with the gap insurance and uh do you have a policy number maybe I could look up or?
[CUSTOMER][NEUTRAL] Yes. It is um 01843884 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have on the event that we're disconnected?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][POSITIVE] Thank you. The policy went into effect, um.
[AGENT][NEUTRAL] On, uh, [PII], it is active. Now, you mentioned wanting to know about the benefits. Is there anything in particular I can tell you about the policy, the inpatient or outpatient benefits or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, outpatient for emergency room.
[AGENT][NEUTRAL] OK, so what we will do in that case is that we will pick up the deductible, co-payment or co-insurance to $5000 per calendar year for just such a service. Um, that's really just a verification of the benefits, not a guarantee of payment. It looks like [PII]'s only used about $69 of her benefits so far, so it looks like there's, she has quite a lot of benefits left over. Um, now, did you want to know where, um, where you can send your claim or is there anything else that I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Nope, that's everything.
[AGENT][POSITIVE] OK, well, there's nothing else I can help with, and thank you very much for contacting ETL. You have a very good day.