AccountId: 011433970860
ContactId: f6ade702-9b97-468c-ba23-5a2170f066be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122379 ms
Total Talk Time (AGENT): 64254 ms
Total Talk Time (CUSTOMER): 36040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f6ade702-9b97-468c-ba23-5a2170f066be_20250618T14:35_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was just calling to verify benefits please.
[AGENT][NEUTRAL] I can have the benefits. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 017924 I'm sorry, wait, let me start over 01792144.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. This is the secondary or gap insurance with both in and out of hospital benefits. You mentioned wanting to know about benefits. Is there anything in particular, [PII], that I can tell you about?
[AGENT][NEUTRAL] Outpatient inpatient services that you'll pay for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Outpatient physical therapy.
[AGENT][NEUTRAL] For outpatient physical therapy, we will pick up the deductible, co-payment or phone insurance up to $5000 per calendar year. That is just a verification of benefits, not a guarantee of payment. As of the current calendar year, uh, it looks like, uh, [PII] is only used 1000.
[AGENT][NEUTRAL] $13 of that $5000.
[AGENT][NEUTRAL] Again, just a verification, not a guarantee of payment. Would you like to know where to send your claims, or is there anything else at all that I could tell you about?
[AGENT][NEUTRAL] This uh
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, is there a reference number, please?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date with our.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you for contacting me