AccountId: 011433970860
ContactId: 3509bcc1-f15a-44c9-b3d0-79d2a1259ec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183479 ms
Total Talk Time (AGENT): 83792 ms
Total Talk Time (CUSTOMER): 66385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3509bcc1-f15a-44c9-b3d0-79d2a1259ec6_20250325T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] calling with Ba this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02180493 M as in Mike L as in Larry and number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, let's see, she has a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her new policy number is
[CUSTOMER][POSITIVE] I'm ready for the bus.
[AGENT][NEUTRAL] 022.
[AGENT][NEUTRAL] 95955.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective day?
[CUSTOMER][NEUTRAL] 02295955, right?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, this is gonna be for a, for an ultrasound abdominal.
[AGENT][NEUTRAL] OK. And where will it take place? Will it take place in the office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK. Yes, ma'am. For outpatient, we cover up to.
[AGENT][NEUTRAL] We cover up to 3500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Beautiful. And uh does anything has been met from the 3500?
[AGENT][NEUTRAL] Um, no, ma'am. Nothing has been met so far this year.
[CUSTOMER][POSITIVE] OK beautiful thank you for that. And the last thing on my name is [PII] it's gonna be um the initial to your last name and a reference number.
[AGENT][NEUTRAL] Um, the initial to my last name is [PII], and the reference number is my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] No, that will be everything for today. I really appreciate your help.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, Miss. Have a good one. Bye.