AccountId: 011433970860
ContactId: ec30f987-6533-4096-88e2-5db8acbf80b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110669 ms
Total Talk Time (AGENT): 56050 ms
Total Talk Time (CUSTOMER): 39029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ec30f987-6533-4096-88e2-5db8acbf80b2_20250124T16:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm trying to verify benefits for a patient.
[AGENT][POSITIVE] Alright, [PII]. I'm happy to verify benefits today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02583455 ML 8.
[AGENT][POSITIVE] Thank you for that and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then what's 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]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so you cover for the copay?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, for the copy for the office visit, what about benefits for DME?
[AGENT][NEUTRAL] Uh, let me see if this has benefits for DME. One moment.
[AGENT][NEUTRAL] Uh, yes, it looks like DME is covered under the member plan.
[CUSTOMER][NEUTRAL] OK, may I have a reference number for the call?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you and have a nice day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye.