AccountId: 011433970860
ContactId: 36f1e901-84e1-444e-9d8e-67b09d0d8a1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172320 ms
Total Talk Time (AGENT): 99252 ms
Total Talk Time (CUSTOMER): 78590 ms
Interruptions: 3
Overall Sentiment: AGENT=2.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/36f1e901-84e1-444e-9d8e-67b09d0d8a1b_20250520T15:21_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting I help.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Hello, thank you for
[CUSTOMER][NEGATIVE] Hello? Yeah, you sound staticky.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh yeah, I was gonna say I can't, I kind of can't really hear you very well. Um, my name is [PII]. I work for ATL. Uh, what can I do for you?
[CUSTOMER][NEUTRAL] You break down.
[CUSTOMER][NEUTRAL] Yes, I was calling, this is the American, uh, let me see, um, the American Public Life Insurance Company.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes, I was calling from uh, I'm calling from a office doctor, so I was calling to verify benefits on, on the patient, uh, to see if this insurance, if this gap covers her co-pay for her specialist visit.
[AGENT][NEUTRAL] OK, I can certainly look that up. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number, Ada, that we're looking at today?
[CUSTOMER][NEUTRAL] The policy number, it is um uh the ID number, it is 02595438.
[AGENT][NEUTRAL] 5438. Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. While I'm looking that up, if I could just have a callback number please, the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] The number [PII].
[AGENT][POSITIVE] OK, thank you very much. It does look like the policy went into effect on.
[AGENT][NEUTRAL] [PII], it is active.
[AGENT][NEUTRAL] Now, [PII] has benefits within the physician's office. So if you, if, if for procedures, um, uh, anything like that, uh, treatment within the physician's office, that is covered. The office visit co-pay is not.
[AGENT][NEUTRAL] So, uh, even if it's a specialist office, uh, the, the, the office visit co-pay is not covered, um, but the treatment within the physician's office is, and that's covered up to $3000 per calendar year, which is just a verification event that's not against the payment, but that office visit co-pay is not gonna be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she has to pay because she has a $100 copay, so she has to pay that co-pay then.
[AGENT][NEUTRAL] That's correct, yes. So if there's any treatment or anything like that, then that is something that we cover now. Is, is there anything else at all I can help with on the secondary insurance? Would you like to know where to send it or um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] OK, so today's day, right? [PII]. OK, perfect. Alright, thank you very much. That's all I needed to know because the patient is in the office and you know a lot of them believe because they have a gap insurance that this covers the copay.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, yes, of course. Um, yeah, I'm sorry, it doesn't, but the treatment is. So, um, if there's nothing else I can help with, then thank you very much for contacting ATL. I remember you're in the morning.
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] W.