AccountId: 011433970860
ContactId: 1e276710-b9ae-4bfb-a96b-48344528ea66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110519 ms
Total Talk Time (AGENT): 51622 ms
Total Talk Time (CUSTOMER): 45978 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/1e276710-b9ae-4bfb-a96b-48344528ea66_20250623T21:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling about the [PII]'s office. I need to go over benefits on a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02611487.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And you said this was for outpatient?
[CUSTOMER][NEUTRAL] Yes, the patient has a deductible with the primary plan, so I need to know if with this plan they will cover procedures rendered in the doctor's office.
[AGENT][NEUTRAL] OK, yes. Procedures and treatment will be covered in the doctor's office. The only thing that's not covered is the co-pay associated with the physician's charges, and that will be covered up to $6500.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Per year?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And does the patient still have the 6500 available?
[AGENT][NEUTRAL] Um, they have only used, let's see.
[AGENT][NEUTRAL] $68.64 of that.
[CUSTOMER][NEUTRAL] 68,000 64 cents. OK, great. May I have a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK, no, that will be all thank you bye bye thanks.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.
[CUSTOMER][POSITIVE] You're welcome bye.