AccountId: 011433970860
ContactId: 0c8564b7-f634-4bbd-b89d-ee4b19b9cab1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129240 ms
Total Talk Time (AGENT): 58679 ms
Total Talk Time (CUSTOMER): 61662 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0c8564b7-f634-4bbd-b89d-ee4b19b9cab1_20250410T13:05_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, good morning, and I apologize, did you say your name is [PII] because I couldn't.
[AGENT][NEUTRAL] Uh, oh, I'm sorry, no, it's [PII].
[CUSTOMER][NEUTRAL] Oh hi Ms. [PII] I'm calling from a provider's office.
[AGENT][NEUTRAL] Yes, and I'm sorry, your, and your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. How can I help you, [PII]?
[CUSTOMER][NEUTRAL] Uh, looking for a specialist office visit benefit if there is.
[AGENT][NEUTRAL] Uh, I can help with that. What is the policy number we're looking at today?
[CUSTOMER][NEUTRAL] 023 08273.
[CUSTOMER][NEUTRAL] And then [PII] 8.
[AGENT][POSITIVE] I appreciate that. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, she is [PII], [PII].
[AGENT][POSITIVE] Thank you very much. Uh, while I'm looking this up, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, our office is [PII].
[AGENT][NEUTRAL] Thank you. Now, the policy went into effect.
[AGENT][NEUTRAL] On [PII], it is active. It covers treatment within the physician's office and procedures within the physician's office, but not the office visit co-pay. So the co-pay itself is not, is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no office visit coverage, um.
[AGENT][NEUTRAL] Is there any other benefits that I could look up? Yeah, the, the treatment in the, in the um
[CUSTOMER][NEUTRAL] Treatment.
[CUSTOMER][NEUTRAL] How much do you, uh-huh.
[AGENT][NEUTRAL] Yeah, for the treatment, now for that, uh, we would pick up the deductible, co-payment or coinsurance of the $4000 per calendar year and that's just a verification of those benefits. Now, not a guarantee of payment.
[CUSTOMER][NEUTRAL] 4000
[CUSTOMER][NEUTRAL] Of course, how much has been met at least this year?
[AGENT][NEUTRAL] Uh, none of it. It's all available.
[CUSTOMER][POSITIVE] Okey dokey, Ms. [PII], thank you and you have a good weekend.
[AGENT][POSITIVE] OK, thanks for contacting ATO.