AccountId: 011433970860
ContactId: 3505125a-7ad9-4a4b-b511-30ae59909ad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114910 ms
Total Talk Time (AGENT): 64958 ms
Total Talk Time (CUSTOMER): 46507 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3505125a-7ad9-4a4b-b511-30ae59909ad6_20250603T15:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. I'm calling to check to see because the patient has a gap insurance, but I'm calling to see if it covers for specialist copay.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02608316 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, it's Mr. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Let's see for a specialist office visits.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to $7900 per calendar year for the co-insurance and the deductible, and yes, there is coverage for specialist office visits, um, for the co-pay, we cover up to $50 and he gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Yes it's been in the hospital since [PII].
[CUSTOMER][NEUTRAL] That number.
[CUSTOMER][NEUTRAL] OK, so you guys cover the copays?
[AGENT][NEUTRAL] Um, yes, we cover the co-pays, um, for specialist office visits. We cover up to 50 and he gets 4 per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that'd be all, thanks.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.