AccountId: 011433970860
ContactId: f738c750-e77a-430c-aa93-f97edc90e184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232220 ms
Total Talk Time (AGENT): 101238 ms
Total Talk Time (CUSTOMER): 133170 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f738c750-e77a-430c-aa93-f97edc90e184_20250428T13:36_UTC.wav
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[AGENT][NEUTRAL] Call ATL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. We're the provider. I'm calling for the um patient, let's see, yes, eligibility and benefits, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Policy number is 02281903ML8.
[AGENT][NEUTRAL] Thank you. And could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, born on [PII].
[AGENT][POSITIVE] Thank you, [PII]. [PII], I want to tell you that when you call, I love your energy.
[AGENT][POSITIVE] I wish more callers would be like you. Yes, I think I've spoken with you multiple times.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][POSITIVE] Oh yes we have. Oh, you're so nice. That's nice of you to say.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits. Go ahead. What you about to say?
[CUSTOMER][NEUTRAL] Well, you know, you, I always
[CUSTOMER][NEUTRAL] Well, I always tell people, I always tell people you have to because you know, I mean, life is just short.
[AGENT][POSITIVE] Right, and you never know what the person on the other end of the phone is experiencing that day, and you may just brighten up a kind word which is brighten up their day.
[CUSTOMER][NEUTRAL] And you get
[CUSTOMER][NEUTRAL] Mhm, mhm, you know.
[CUSTOMER][NEUTRAL] And you know people are already interesting as it is. Oh yeah, well I'll reach out. Let's connect in and then they have to keep asking them, asking them, ask them, ask them, ask them. It's like, OK, hello, did you forget about me over here?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] I, I get those feelings a lot. No, but sometimes, right, you know, like, you gotta just keep moving.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're calling to verify benefits for outpatient services?
[CUSTOMER][NEUTRAL] Yes, oh, you remember.
[CUSTOMER][NEUTRAL] Yes, yes, um, they have, does she have an outpatient urgent care coverage?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, she has outpatient benefits of $2000 per calendar year, I'm sorry, per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. Could you verify her date of birth for me again if you don't mind, and her full name.
[CUSTOMER][NEUTRAL] No problem. [PII].
[AGENT][NEUTRAL] Thank you. And what was her full name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can't remember if I asked you to verify that information when I got done with you is crazy.
[CUSTOMER][POSITIVE] It's OK, yes you did, but that's OK, no problem.
[AGENT][NEUTRAL] Yes, she has $2000 per calendar day for outpatient services, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, please, um, and her group name is Paramount Consulting and Engineering LLC.
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] That's correct. Do you have the group number 17886?
[CUSTOMER][POSITIVE] Yes, perfect. OK, just wanted to double check we have your correct address [PII]. Perfect.
[AGENT][POSITIVE] It's it's correct.
[CUSTOMER][POSITIVE] OK, perfect. All right.
[AGENT][NEUTRAL] Do you have a the um payer ID?
[CUSTOMER][NEUTRAL] Yes. Uh-huh. OK. And
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yes, and [PII], yep, uh, yeah, we last spoke on the February and February, I meet this meal [PII].
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I remember
[CUSTOMER][NEUTRAL] When we last spoke, and it's today is is.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? Today is the [PII]?
[CUSTOMER][NEGATIVE] I already time is to slow down.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, going by fast.
[CUSTOMER][NEUTRAL] Oh, time to slow down.
[CUSTOMER][NEUTRAL] No, not for, not for now, Shyla until we give a call back.
[AGENT][POSITIVE] Alright [PII], it was a pleasure speaking with you. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye you too.