AccountId: 011433970860
ContactId: 0b4768ef-f10c-4694-bfa6-ba3c59aff1f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169009 ms
Total Talk Time (AGENT): 75796 ms
Total Talk Time (CUSTOMER): 91624 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/0b4768ef-f10c-4694-bfa6-ba3c59aff1f9_20250501T15:07_UTC.wav
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[CUSTOMER][NEUTRAL] OK, yeah, yeah, put it in there though, on the side. Hi, how are you? My name is [PII].
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] I'm calling from a cardiologist's office. How are you?
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Well, what's your first name, [PII] please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Initial please?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Thank you. So I'm calling from a cardiologist's office. The patient brought um APL as a secondary. I wanna know if it covers any co-payments or diagnostics in the office.
[AGENT][NEUTRAL] OK, I can help you with um benefits for the patient. Um, Ms. [PII], may I please get your callback number just in case the call is dropped, I can call you right back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course. [PII].
[AGENT][NEUTRAL] And then what is the name of the cardiologist office you're calling from?
[CUSTOMER][NEUTRAL] We are Doctor [PII] [PII] on the Memorial Healthcare System.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02497662 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII], [PII].
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us, and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She does have an inpatient calendar year benefit amount of $7900 and also an outpatient calendar year benefit amount of $7900 to help towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect so it does cover.
[AGENT][NEUTRAL] Yes, it does cover um
[CUSTOMER][POSITIVE] Perfect. So in office outpatient 7900 for each. I appreciate it. Can I have a reference number for the call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] I appreciate you. Have a wonderful day. Take care. Thanks. Take care. That's it. I appreciate you. Thank you so much. Thanks. Bye too. Thanks. Bye.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything?
[AGENT][NEUTRAL] All right, you
[AGENT][POSITIVE] Bye bye. You have a wonderful day. Thanks for calling [PII].