AccountId: 011433970860
ContactId: 20f560c7-cae9-4d39-b517-ae7ba520555b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123019 ms
Total Talk Time (AGENT): 65772 ms
Total Talk Time (CUSTOMER): 39521 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/20f560c7-cae9-4d39-b517-ae7ba520555b_20250318T19:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] To verify patient benefits.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. That is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm. It's going to be 02583590.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. Um, the policy is still active. Is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Office visit or station.
[AGENT][NEUTRAL] OK, for um office visits, we cover up to 3500 per calendar year and that's only for the co-insurance and the deductible after the primary insurance processes the claim, the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK. You said your name is?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no. Thank you so much. Can I have the call reference number?
[AGENT][NEUTRAL] Um, yes, the call reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much, A. You have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.