AccountId: 011433970860
ContactId: f29a64f3-9471-4567-8dc4-884ec209a67a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146500 ms
Total Talk Time (AGENT): 78336 ms
Total Talk Time (CUSTOMER): 41168 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f29a64f3-9471-4567-8dc4-884ec209a67a_20250107T20:43_UTC.wav
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[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need eligibility and benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII] calling from [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's 002521466 ML 8.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what type of service is being render, Ms. [PII]?
[CUSTOMER][NEUTRAL] This is for um specialist office visit and ultrasound done in office.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. 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.
[AGENT][NEUTRAL] And with this one, we do not cover the office visit, but we do cover office procedures. The office procedures are subject to the outpatient maximum which is $750 per day.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right, can I have your name and a reference number, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's date if you will. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. Have a good day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Lovely