AccountId: 011433970860
ContactId: e18b5732-b8f3-49ed-bcf8-bfc242830720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122510 ms
Total Talk Time (AGENT): 56396 ms
Total Talk Time (CUSTOMER): 65251 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e18b5732-b8f3-49ed-bcf8-bfc242830720_20250205T18:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? Good afternoon. Um, so my name is [PII]. I'm calling uh to check, uh, or to get the benefits eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check it benefits and eligibility for you. Um, [PII], are you with the, let's see, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 023268-54.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we we need to look at the outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] No, no, no, I just wanted to make sure it was a secondary uh insurance. Yes. Now, now, another question, can, uh, uh, I'm sorry, can I get your name again?
[AGENT][NEUTRAL] Oh, sure. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. Sure, it's [PII]
[CUSTOMER][NEUTRAL] And initial last name for documentation purposes.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Perfect, [PII], thank you so much for that now, um.
[CUSTOMER][POSITIVE] Awesome now is there a reference for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Perfect. No, OK, that's pretty much it. I, uh, thank you so much for your time and you take and have yourself a great afternoon, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course. Yes, you too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you thank you take care.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.