AccountId: 011433970860
ContactId: 54a42b00-f057-4745-a528-5415a66b61fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149309 ms
Total Talk Time (AGENT): 67383 ms
Total Talk Time (CUSTOMER): 65770 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/54a42b00-f057-4745-a528-5415a66b61fd_20250311T13:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling because I wanted to check if you guys will, um, pick up a co-payment for a patient that's gonna be doing a procedure here in the office.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 10611767 ML.
[AGENT][NEUTRAL] Let me have that number one more time, please.
[CUSTOMER][NEUTRAL] 016117678 click provider. You can also log in.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, here she is. Thank you. 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. And this is one of our secondary supplemental plan to the major medical. Um, with this one, we do cover office procedures or office treatment. This is subject to the outpatient maximum which is 1500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, and they haven't made anything for the um um allowance yet?
[AGENT][POSITIVE] I can check for you.
[AGENT][NEUTRAL] As of today, they have not used their benefits for [PII], so she still have the full amount available.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get a reference number please?
[AGENT][NEUTRAL] You're welcome. We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a nice day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL.