AccountId: 011433970860
ContactId: 592a95d5-f2b9-4b2c-bf98-ff62542fc04a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159979 ms
Total Talk Time (AGENT): 77826 ms
Total Talk Time (CUSTOMER): 44138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/592a95d5-f2b9-4b2c-bf98-ff62542fc04a_20250422T16:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, good afternoon. My name is [PII] calling from Doctor [PII]'s office. I would just like to follow up our request. No, no, no, I would just like to get benefit information for this patient. Sorry.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02611412
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you 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]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit.
[CUSTOMER][NEUTRAL] Is a specialist office visit covered under the plan?
[AGENT][NEUTRAL] OK, the co-pay for the office visit is not covered, but the services provided in office is covered. For services provided in office, we cover up to $6500 per calendar year, and that's for the co-insurance and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Alright and um what's the remaining for the accumulation?
[AGENT][NEUTRAL] OK, let's see one moment.
[AGENT][NEUTRAL] Um, the full amount is available. She hasn't used any this year.
[CUSTOMER][NEUTRAL] Got it. And what's the reference number for this call?
[AGENT][NEUTRAL] So the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it thank you so much [PII].
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.