AccountId: 011433970860
ContactId: 0f1d6dae-eff6-4c43-8870-e4a881ae74e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149070 ms
Total Talk Time (AGENT): 73117 ms
Total Talk Time (CUSTOMER): 51976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0f1d6dae-eff6-4c43-8870-e4a881ae74e6_20250108T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling to verify benefits and availability for patients.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if I can get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have 01678726 M as Mary L as Louis 8.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. So I have the information for you. I'm showing the effective date is [PII]. The policy is active at this time.
[AGENT][NEUTRAL] And under this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The office visit co-pay is not covered. The policy does have a treatment rider. So if there's treatment, um, during the visit, covered items can be considered.
[CUSTOMER][NEUTRAL] OK, let me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me ask you, um, does this, uh, plan has like, um, um, amount per year?
[AGENT][NEUTRAL] OK, so the, the physician's co-pay is not covered.
[CUSTOMER][NEUTRAL] No, but, but for procedures or?
[AGENT][NEUTRAL] OK. OK. It does. And so for treatment, covered treatment in the office, it can be considered under the outpatient benefit, which is up to $2000. That's per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do that
[AGENT][NEUTRAL] And of course information provided is verification, not a guarantee of payment. I don't show any be any claims paid uh for this year.
[CUSTOMER][POSITIVE] OK, so thank you so much. Can I please have your name and a reference number please?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference for today's call, [PII] and any other questions I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.