AccountId: 011433970860
ContactId: d1f21f50-97f2-498c-ad89-09b5e262b70d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90349 ms
Total Talk Time (AGENT): 35879 ms
Total Talk Time (CUSTOMER): 41368 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d1f21f50-97f2-498c-ad89-09b5e262b70d_20250108T21:00_UTC.wav
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[AGENT][NEUTRAL] For calling ATO, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi [PII], this is [PII] at North Kansas City Hospital. I'm calling to verify coverage on a policy please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02550286.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Um, let me see where she was seeing.
[CUSTOMER][NEUTRAL] She was seen in our emergency room, so outpatient I guess.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. The member has $1500 per calendar year for outpatient services. This is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] So we
[CUSTOMER][NEUTRAL] OK, so this is, this is a policy to file as as her insurance, correct? I was confused when I was.
[AGENT][NEUTRAL] It's a gap insurance.
[CUSTOMER][POSITIVE] The gap insurance. OK, thank you so much for your help, [PII]. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.