AccountId: 011433970860
ContactId: 5dcff637-2ffb-45af-a680-8f8bbabd9b77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125279 ms
Total Talk Time (AGENT): 67029 ms
Total Talk Time (CUSTOMER): 40501 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/5dcff637-2ffb-45af-a680-8f8bbabd9b77_20250626T13:54_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was actually calling to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] I, I can help with benefits and eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Policy number is let's see here.
[CUSTOMER][NEUTRAL] 01780461
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Thank you. And if I could just verify um
[AGENT][NEUTRAL] His date of birth and a phone number for you please ma'am.
[CUSTOMER][NEUTRAL] His date of birth is [PII] and my um number will be [PII] calling from Advanced Orthopedics of Oklahoma.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy went into effect on [PII].
[AGENT][NEUTRAL] And it is active, uh, [PII], what, uh, we will do for a physician's office.
[AGENT][NEUTRAL] Um, that's, uh, this is strictly, uh, for hospitals.
[AGENT][NEUTRAL] So if we are talking, if, if we're talking about a, a physician's office, and I believe that we are, um, nothing here will be covered. Now, if you do anything in the hospital, then it's covered up to $2500 per calendar here. I would pick up the deductible co-payment or co-insurance, uh, just the verification of the benefits on your payment, but for the physician's office, the co-pay and the treatment, I'm afraid that is not covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under this program.
[CUSTOMER][POSITIVE] OK great thank you so much for that information and would you happen to have a reference number?
[AGENT][NEUTRAL] Yes, um, my name is [PII]. The first letter of my last name is [PII].
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, thanks for contacting HW.