AccountId: 011433970860
ContactId: fb96105a-cf65-485d-a6e0-7e22ba308255
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148259 ms
Total Talk Time (AGENT): 67316 ms
Total Talk Time (CUSTOMER): 44870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/fb96105a-cf65-485d-a6e0-7e22ba308255_20250107T21:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling uh to get a patient's benefits and eligibility for [PII] or [PII] would be a legal name.
[AGENT][NEUTRAL] OK, and I'm sorry, may I have your name?
[CUSTOMER][NEUTRAL] Oh sorry, [PII] at States for Family Practice.
[AGENT][NEUTRAL] [PII], thank you, and your callback number please if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I'm sorry, the last four digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number I have is 02433284.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK. And verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Let's see patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you so much for the verification process, [PII], and he shows effective as of [PII], the policy shows active. And what benefit would you need, please?
[CUSTOMER][NEUTRAL] Uh, primary care, anything with a deductible or co-insurance anything that covers primary?
[AGENT][NEUTRAL] OK, so office visit. OK, give me one moment please to check for that for you.
[AGENT][NEUTRAL] OK, thank you for your patience. The policy does not cover for an office visit fee. The patient does have a writer on the policy that will help cover excuse me, services or procedures inside the doctor's office, and that will be up to the outpatient max of $3500. And please note verification of benefits as a guarantee payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for today's call or is it just your name and today's date?
[AGENT][NEUTRAL] Just my name and today's date please. Anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] Uh, that'll be all for today. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. My name is [PII]. You have a great day, OK? Thank you so much. That's OK. Have a great day. Thank you. Take care bye bye.
[CUSTOMER][NEUTRAL] [PII] sorry mhm.
[CUSTOMER][NEUTRAL] Uh