AccountId: 011433970860
ContactId: d5fb208c-3407-4afd-871c-3faf61fe663f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99720 ms
Total Talk Time (AGENT): 49763 ms
Total Talk Time (CUSTOMER): 33603 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d5fb208c-3407-4afd-871c-3faf61fe663f_20250121T21:41_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify coverage for a patient.
[AGENT][POSITIVE] Yeah, I can certainly help with coverage and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number?
[CUSTOMER][NEUTRAL] Last initial is [PII]
[AGENT][NEUTRAL] Thank you. What's that uh policy that we're looking at today?
[CUSTOMER][NEUTRAL] Um, it is 02584155.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII], and her birthday is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me just check here.
[AGENT][NEUTRAL] It looks like the policy went into effect on [PII], it is active.
[AGENT][NEUTRAL] Now this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings, treatment within a physician's office, that sort of thing. Is there anything in particular that I could tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that is all, um, could I get a reference number from you?
[AGENT][NEUTRAL] Yes, my name is [PII]. The [PII] of my last [PII] is [PII], and we're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate your help thank you.
[AGENT][POSITIVE] Mhm thank you for thank you for contacting API.