AccountId: 011433970860
ContactId: 22c6a3be-1499-48c2-88ca-3ed1ba798e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94110 ms
Total Talk Time (AGENT): 43739 ms
Total Talk Time (CUSTOMER): 34702 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/22c6a3be-1499-48c2-88ca-3ed1ba798e54_20250106T23:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Miami Walkin Orthopedics. I just wanted to confirm that this patient's gap plan covers their office co-pays.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02575010.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [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], and I do show that for this policy.
[AGENT][NEUTRAL] Only the treatment and procedures at the offices will be covered. The co-pay associated with the physician's charges would not.
[CUSTOMER][NEUTRAL] Mm OK. So only treatment and procedures.
[CUSTOMER][NEUTRAL] are covered off copy notes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. Can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right