AccountId: 011433970860
ContactId: 63c77b5f-5901-4902-bf80-59d618799d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207699 ms
Total Talk Time (AGENT): 82369 ms
Total Talk Time (CUSTOMER): 60530 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/63c77b5f-5901-4902-bf80-59d618799d24_20250522T19:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, good afternoon. I'm calling from the provider's office. Um, the doctor is a psychiatry and we have a patient that.
[CUSTOMER][NEUTRAL] Um, he's coming to see the doctor tomorrow, but I want to be sure if, uh, her, uh, his secondary insurance pay for, um, deductibles, co-payment or co-insurance that the patient has in the primary insurance.
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility and benefits for an office visit, is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes, it is.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 01774087ML8.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and again, any information provided will be a verification of benefits and not a guarantee of payment. So I do show that he is the spouse of the subscriber on the supplemental policy, but this supplemental policy does not cover office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now in the future if you all should end up filing a claim with us for this member, we would have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we have a portal to [PII] that claim status can be checked in and that website is [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And is there anything else that I could help you with this afternoon?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you so much for the information.
[AGENT][POSITIVE] Well, you're welcome, [PII], and thank you for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you, you too. Bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.