AccountId: 011433970860
ContactId: 46de92ce-e0d5-46aa-ab8e-10e525912c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101379 ms
Total Talk Time (AGENT): 51256 ms
Total Talk Time (CUSTOMER): 36531 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/46de92ce-e0d5-46aa-ab8e-10e525912c6a_20250609T18:35_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting me. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, good afternoon. I'm calling just to confirm if a patients, um, secondary plan.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Good afternoon, yeah.
[CUSTOMER][POSITIVE] I love, I'm calling to confirm the patient secondary plan, um, it covers their primary insurances deductible in a specialist office.
[AGENT][NEUTRAL] Yes, I can certainly look that up and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII] and it should be for boy.
[AGENT][NEUTRAL] Certainly, [PII], I can help with that. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 0094 0984
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and then date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. It looks like the policy went into effect on uh
[AGENT][NEUTRAL] [PII], it is active. Now the policy only covers benefits um in a uh outpatient or inpatient hospital and so there are there's no benefits at all for any sort of physician's office, not the office visit copay or treatment within the physician's office.
[AGENT][NEUTRAL] Uh, is there anything else I can tell you about the policy?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] No, that's all love, thank you so much.
[AGENT][POSITIVE] OK, well thank you very much for contacting ATO. You have a good day.