AccountId: 011433970860
ContactId: 3bd5b625-50bb-422a-9e8c-a67db34e6075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245860 ms
Total Talk Time (AGENT): 115199 ms
Total Talk Time (CUSTOMER): 88651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3bd5b625-50bb-422a-9e8c-a67db34e6075_20250319T18:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name's [PII] with Ankle and Foot Associates, and we have um a couple of patients coming in with your insurance as a secondary, and we wanted to verify their eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02581980.
[AGENT][NEUTRAL] Thank you, one moment, let me pull this information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, [PII]?
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Kaser.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes, and, and their benefits.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And benefits, OK. And this is considered a specialist office?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, podiatry office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of, let's see, [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 250 per covered person per calendar day. That's a daily benefit.
[AGENT][NEUTRAL] Now, this one covers office procedures and office treatment. Um, let me check and see if it covers the visit. Bear with me just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just $50 a day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 13 OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did um per day per visit per day per visit or.
[AGENT][NEUTRAL] it's gonna be one more minute, OK.
[CUSTOMER][NEUTRAL] I want to.
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][POSITIVE] And make sure she's good too.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. So this one does not cover the office visit. It's just gonna be for procedures done in the office, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you check um uh I think his daughter is also coming in the same day.
[AGENT][NEUTRAL] What's the name and date of birth?
[CUSTOMER][NEUTRAL] [PII], same last name [PII] [PII].
[AGENT][NEUTRAL] Yes, she's also listed, so it's gonna be the same benefits.
[CUSTOMER][NEUTRAL] So it's up to $250 a day as a supplement covering procedures done in the clinic.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Correct. Procedures only office visits are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about imaging?
[AGENT][NEUTRAL] Yeah, any procedure, any treatment, anything done in the office besides the office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and can I have a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, how do you spell your name, please?
[AGENT][NEUTRAL] OK, sure. That's [PII] [PII].
[CUSTOMER][POSITIVE] Alrighty thank you have a good one.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII]. Thank you for calling ATL. Bye-bye.