AccountId: 011433970860
ContactId: e10f552f-4589-4cb3-8886-91ebb0ba9109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99260 ms
Total Talk Time (AGENT): 53471 ms
Total Talk Time (CUSTOMER): 34032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e10f552f-4589-4cb3-8886-91ebb0ba9109_20250602T19:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, um, I was calling to, um, no, I was calling to verify, um, my patient benefits and eligibility.
[AGENT][NEUTRAL] I can help with benefits and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What is that policy number that we're looking at?
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] 026126772
[AGENT][NEUTRAL] OK, thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Alright, [PII] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. If I could just have a callback number please, the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Thank you. It looks like the policy went into effect on [PII]. It is active. Now you mentioned wanting to know about the benefits. Is there anything in particular that I can tell you about this? This is a hospital indemnity policy. It's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, does it have urgent care benefits?
[AGENT][NEUTRAL] Uh, let me see, because now, I think this is just for, um, just for the hospital. uh.
[CUSTOMER][NEUTRAL] OK, just for the hospital.
[AGENT][NEUTRAL] Yes, yeah, there's a wellness benefit. There's a diagnostic uh surgery benefit if they uh go into, uh, if, if they went into a physician's office, but that, that's what this is for. This is not, uh, it's, it's actually if you were admitted to the hospital.
[CUSTOMER][POSITIVE] Got you, got you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, if there's nothing else I can help with, and thank you for contacting ATL.