AccountId: 011433970860
ContactId: 2e3faa39-3a0a-43e8-a132-8378780f40d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110760 ms
Total Talk Time (AGENT): 62557 ms
Total Talk Time (CUSTOMER): 26620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/2e3faa39-3a0a-43e8-a132-8378780f40d0_20250507T15:10_UTC.wav
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[AGENT][NEUTRAL] contacting with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for contacting OT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from my provider's office. I need benefits on a patient.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I can hardly hear you. I'm sorry.
[AGENT][NEUTRAL] OK. And what is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 01611752 MLA.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. The policy went into effect.
[AGENT][NEUTRAL] On [PII], it is active. Now this has both in and out of hospital benefits. Uh, which, which one would you like, uh, uh, the inpatient or outpatient benefit?
[CUSTOMER][NEUTRAL] Outpatient surgical procedures.
[AGENT][NEUTRAL] OK, so what we will do is we'll pick up the deductible, co-payment or co-insurance for surgical procedures up to $1500 per calendar year. That's just a verification of the benefits, not a guarantee of payment. It doesn't look like [PII] has used any of the benefits so far. Um, is there anything else at all that I can help with?
[AGENT][NEUTRAL] It, so all of that $1500 looks like it's available. Would you like to know where to mail your claim or is there anything else that else that I can help with?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AT