AccountId: 011433970860
ContactId: 66021c12-10fd-47aa-9cee-d5c37fa77e70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177490 ms
Total Talk Time (AGENT): 79542 ms
Total Talk Time (CUSTOMER): 75626 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/66021c12-10fd-47aa-9cee-d5c37fa77e70_20250109T22:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a doctor's office. We'd like to get eligibility and benefits on a patient, please.
[AGENT][POSITIVE] Yeah, I can check eligibility and benefits for you. Uh, [PII], first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII] and that is my direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02539245.
[AGENT][NEUTRAL] OK, thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I'm gonna have to spell this one it's.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] [PII] and the last name is On.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Alright, thank you for verifying that, fellas. Uh, so the policy is active. Effective date was [PII]. And so this is a limited indemnity medical plan. Essentially it just pays a set dollar amount per office visit or procedure, no copays or deductibles.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, patient is coming in for a physical. Is a physicals covered?
[AGENT][NEUTRAL] OK, let me check that. Give me just a moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And this is just a general wellness exam, correct? Nothing to do with any sort of sickness or injury?
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, of course I will let you know for verification of coverage is not a guarantee of payment for claims. Uh, does not look like they have a wellness benefit of any kind. Um, office visits are going to be in regards to accident and sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty I will need to call the patient.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] OK, oh no, that's OK. um, do you have reference numbers, [PII], for the call?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I thought you were saying [PII] and I was saying [PII]. I, I do apologize.
[AGENT][NEUTRAL] I'm sorry,
[AGENT][NEUTRAL] That's OK. I just called you [PII]. That's OK.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK, you
[AGENT][NEUTRAL] It's late.
[CUSTOMER][POSITIVE] I know thank you so much you have a great day thank you OK bye bye.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL. You too, bye bye.