AccountId: 011433970860
ContactId: e443b9f6-4046-4006-9e5c-fd732168f394
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147660 ms
Total Talk Time (AGENT): 70058 ms
Total Talk Time (CUSTOMER): 44549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e443b9f6-4046-4006-9e5c-fd732168f394_20250619T15:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I could hardly hear you. I'm sorry?
[AGENT][NEUTRAL] Are you able to hear me now? My name is [PII]. I'm with American Public Lis. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, you said your name was [PII]. You just sound very far away.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I'm sorry. I'm just having a little trouble with my phone and, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Well, how can I help you?
[CUSTOMER][NEUTRAL] Um, I'm calling regarding a mutual patient to obtain outpatient benefits of this year.
[AGENT][NEUTRAL] I can help with benefits. What is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] That's gonna be 02555948.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII]. It'll be a direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. The outpatient services for this calendar year, we will pick up the deductible, co-payment, or co-insurance up to $3000 per calendar year.
[AGENT][NEUTRAL] That is just a verification of the benefits, not guarantee of payment.
[AGENT][NEUTRAL] And so far, uh, she has used um.
[AGENT][NEUTRAL] Of that, uh
[AGENT][NEUTRAL] Many, uh, [PII] did you let me just check here. I don't know she may have used all of that. Let me just check.
[AGENT][NEUTRAL] OK, it looks like she's uh maxed out her benefits for the calendar year [PII].
[AGENT][NEUTRAL] So [PII] has maxed out her benefits for the calendar year.
[CUSTOMER][NEUTRAL] I'm sorry, you said she maxed out her, her $3000 benefit?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Max.
[CUSTOMER][POSITIVE] OK perfect um thank you so much [PII]. May I just have a last name initial and a reference number towards this call?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright perfect.
[CUSTOMER][POSITIVE] Uh, no, that would be all for today, [PII]. Thank you very much. Hope you have a great rest of your.
[AGENT][POSITIVE] OK, thanks for contacting us have a good.