AccountId: 011433970860
ContactId: 3a1076f1-7a80-482a-85c6-eadbc42a9f58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140860 ms
Total Talk Time (AGENT): 59311 ms
Total Talk Time (CUSTOMER): 66330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3a1076f1-7a80-482a-85c6-eadbc42a9f58_20250623T13:58_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was wondering if you could assist me in verifying a patient's um eligibility with APL.
[AGENT][NEUTRAL] I can certainly help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have here is 02483067.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII] Last name [PII] [PII]
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. There, uh, is there a callback number I can have in the event that we're disconnected, please?
[CUSTOMER][NEUTRAL] [PII]. I have no extension.
[AGENT][NEUTRAL] I appreciate that. [PII] the policy went into effect on [PII], and [PII] is active on this policy. Now, is there anything else that I can tell you about the secondary or death insurance? Maybe some of the benefits, what in your claim.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Would you be able to tell me if they have like an outpatient annual amount that they can use towards co-payments or stuff like that?
[AGENT][NEUTRAL] Yes, they have $1500 per calendar year for outpatient services. Um, that's just a verification of the benefits, not a guarantee of payment, and what it covers is treatment within the physician's office. Now it does not cover that office visit co-pay. It covers the treatment within the physician's office, um, and is not used any of those benefits at all, so they're all gonna be available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Out of the 1500, have they used anything as of today?
[AGENT][NEGATIVE] Uh, no, not anything at all.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK perfect awesome thank you so much [PII]. I really appreciate all of your help. May I please have the first letter to your last name as well as the reference number?
[AGENT][NEUTRAL] Yes, it's um it's [PII], and we're gonna use that today's date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] again I really appreciate it.
[AGENT][POSITIVE] Mhm. Well, thank you for contacting ATO have a very good day.