AccountId: 011433970860
ContactId: f25c56d1-4965-48e9-a77e-8ab44fc830e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140580 ms
Total Talk Time (AGENT): 70988 ms
Total Talk Time (CUSTOMER): 54503 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f25c56d1-4965-48e9-a77e-8ab44fc830e7_20250404T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Hi, I need to uh verify coverage please.
[AGENT][NEUTRAL] OK, sure, I can assist you with coverage. May I have your name?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] And your name please?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02583486
[AGENT][NEUTRAL] OK, and may I have the um name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I need to go through
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] With the medical or hospital or?
[CUSTOMER][NEUTRAL] It's hospital, but it's uh the patient is seeing a doctor in a clinical.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it's gonna be like an office visit or is it gonna be like office or a hospital-based office visit? OK. OK, got it. OK, thank you. All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, office visit office visit mhm yeah mhm.
[CUSTOMER][NEUTRAL] It is 2, I'm sorry [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the date of birth is, I'm sorry, that's the date of birth and the name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. So we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. And let me get benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, and can I have a reference number for this call, please?
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] You as well and thank you for calling ATL. No.
[CUSTOMER][NEUTRAL] Bye bye bye bye.