AccountId: 011433970860
ContactId: d8212c7f-4ae8-4d52-8507-afc8026d170e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101620 ms
Total Talk Time (AGENT): 39611 ms
Total Talk Time (CUSTOMER): 56918 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/d8212c7f-4ae8-4d52-8507-afc8026d170e_20250207T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, this is [PII] calling from a provider's office, and I need to verify eligibility and benefits on a patient.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on benefits and eligibility. What is the policy number?
[CUSTOMER][POSITIVE] I'm happy to check out that.
[CUSTOMER][NEUTRAL] Policy number that I have is 750494.
[AGENT][NEUTRAL] All right, thank you, [PII]. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] This should be a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Still active?
[AGENT][NEUTRAL] Yes, still active.
[CUSTOMER][NEUTRAL] Alright and uh.
[CUSTOMER][NEUTRAL] Uh, what would be the benefits? I mean, do you charge, uh, deductible? Is there a co-insurance or do you charge a co-payment?
[AGENT][NEUTRAL] There's no deductible, co-insurance, or co-pay any of that. This is a limited benefit medical plan. So this pays a set amount depending upon what the patient's being seen for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The physicians being seen for. All right, I understand. OK, I think uh that should do then.
[AGENT][POSITIVE] All right, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.