AccountId: 011433970860
ContactId: ea5f1f26-91f5-4134-acfd-4cdc0bdadd25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240759 ms
Total Talk Time (AGENT): 56786 ms
Total Talk Time (CUSTOMER): 61773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ea5f1f26-91f5-4134-acfd-4cdc0bdadd25_20250203T16:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a patient. I just need to verify active coverage.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with that information. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number is [PII] with no extension.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02541859.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name [PII], last name.
[CUSTOMER][NEUTRAL] Um, [PII] maybe. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let's see. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and could you verify that she um still has $500 remaining?
[AGENT][NEUTRAL] Yes, ma'am, let's see.
[AGENT][NEUTRAL] Yes, she does.
[CUSTOMER][NEUTRAL] OK, and could you tell me if she is eligible um for service 0210?
[AGENT][NEUTRAL] OK. One moment, let me pull up her benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And please repeat that um that code.
[CUSTOMER][NEUTRAL] Sure, it is 0210.
[CUSTOMER][NEUTRAL] I'm gonna place you on a brief hold, is that OK?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, so sorry about that thank you.
[AGENT][NEUTRAL] Mm, no problem. Yes, ma'am. I'm showing that it is covered. It's limited to one X-ray procedure per 5-year period.
[CUSTOMER][NEUTRAL] OK, so has she, um she has not had this service done before?
[AGENT][NEUTRAL] Right, I'm showing that it's available.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Well, I thank you again, um [PII] for calling ATL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, you too.