AccountId: 011433970860
ContactId: fa791847-70d0-44c6-a905-3ad73cac29a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96639 ms
Total Talk Time (AGENT): 52351 ms
Total Talk Time (CUSTOMER): 33960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fa791847-70d0-44c6-a905-3ad73cac29a3_20250306T14:05_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, my name is [PII], last initial [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] I can certainly help with outpatient benefits and uh what is that policy number that we're looking at today, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 01749478ML8.
[AGENT][POSITIVE] I appreciate that and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active for outpatient services such as outpatient hospital, the ER, urgent care, your, uh, labs, uh, independent labs, we will pick up the deductible, co-payment or co-insurance up to $1000 per calendar year. That is just verification of benefits, not a guarantee of payment. And for the calendar year [PII], it doesn't look like she's used any.
[AGENT][NEUTRAL] It should all be available.
[CUSTOMER][NEUTRAL] OK, so she has the full amount available.
[AGENT][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Um, no, that's pretty much it. Thank you so much for your help. Can I just have a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect. OK, thank you again.
[AGENT][POSITIVE] Thank you for contacting ATO have a good.