AccountId: 011433970860
ContactId: 46ef76cd-827d-44fe-9328-af8b24355434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212919 ms
Total Talk Time (AGENT): 75536 ms
Total Talk Time (CUSTOMER): 67348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/46ef76cd-827d-44fe-9328-af8b24355434_20250620T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, good morning. I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and the last initial is [PII].
[CUSTOMER][NEUTRAL] OK, I'm sorry, you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Hi, thank you so much, um.
[CUSTOMER][NEUTRAL] Um, yes, so I was calling for eligibility and benefits. A patient is coming in for an office visit, and I didn't hear that in the in the description in the, um, as one of the options. Are you able to assist me?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Definitely. My name is [PII], so it's [PII]
[CUSTOMER][NEUTRAL] Call back number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02604421.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. I found her in the system and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And you said this was for an office visit?
[CUSTOMER][NEUTRAL] Yes, office visit with the PCP uh huh.
[AGENT][NEUTRAL] Mm. Let's see. One moment, her benefits are coming up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing under this policy for all office visits, including office visits with PCP we cover up to 6 visits per calendar year and um we cover up to $75 per visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um, has she used any of her visits? I know here she was here once.
[CUSTOMER][NEUTRAL] Does she have how many bits does she have left?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] She's used 2 so far.
[CUSTOMER][NEUTRAL] that she has 4 remaining.
[AGENT][NEUTRAL] Oh she
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then you guys will cover $75 of it and she will be um responsible for the rest.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Perfect. OK, um, let me see. Can I have a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] OK, well, I thank you, [PII] for calling ATL. Mhm. You have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You do the
[AGENT][POSITIVE] Thanks.