AccountId: 011433970860
ContactId: f21090e3-347b-4c4d-9759-68863d8b0b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132440 ms
Total Talk Time (AGENT): 56324 ms
Total Talk Time (CUSTOMER): 73390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f21090e3-347b-4c4d-9759-68863d8b0b99_20250117T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII], and I received um my benefit cards or whatever in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I don't know if this is for me or for my daughter. My daughter is also [PII] um if it's through her work or um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I just wanted to call to see who it's for.
[AGENT][POSITIVE] Yeah, we can
[AGENT][NEUTRAL] We can take a look. So there should be a policy number on the card or like an in hospital certification number or something like that.
[CUSTOMER][NEUTRAL] Yes there is mhm let me give it OK it's 0.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 257-5967 I guess that was 002575967.
[AGENT][POSITIVE] All right, thank you so much. Let's see.
[AGENT][NEUTRAL] OK. And let's see. Can you verify your date of birth?
[CUSTOMER][NEUTRAL] OK, I can give you hers and I can give you mine. OK, OK, um, hers is a 0 [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, it looks like this is a card for her.
[CUSTOMER][NEUTRAL] OK, that's what I thought is this through her work?
[AGENT][NEUTRAL] Yeah, looks like it's a secondary plan that is through yes an employer.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] It is through an employer, so do you know how how does this work for her because um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Amount so she has insurance and this is secondary insurance is.
[AGENT][NEUTRAL] Right, so this is a supplemental plan. Some people call it gap insurance. Um, it would cover deductible, co-pay and co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so she just uses this if, if, uh, her primary doesn't pay, is that correct or?
[AGENT][NEUTRAL] Mhm yep and just let them know that you know she has primary and this is a secondary and they can bill us for anything remaining.
[CUSTOMER][POSITIVE] Oh OK thank you so much you have a great day you're very helpful.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. You have a good night too. Bye bye.
[CUSTOMER][POSITIVE] Thank you.