AccountId: 011433970860
ContactId: 68385eb5-b9be-4808-95fd-3f6c9bed21cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170419 ms
Total Talk Time (AGENT): 85985 ms
Total Talk Time (CUSTOMER): 66420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/68385eb5-b9be-4808-95fd-3f6c9bed21cd_20250303T15:42_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I wanted to find out if the patient has any um coverage for in office services.
[AGENT][POSITIVE] Yes, I can certainly help with that. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Yeah, thank you. And what is that policy number, [PII], that we're looking at, please?
[CUSTOMER][NEUTRAL] Um, policy number is 02477069.
[AGENT][NEUTRAL] 69. Thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient is.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Um, and I just have to ask for a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, what we do for in-office, in physician's office, uh, we will pick up the deductible, co-payment or co-insurance for treatment or procedures within the physician's office, the $5000 per calendar year. That is just a verification of the benefits, not a guarantee of payment. The office visit is not covered.
[AGENT][NEUTRAL] So it's the treatment or uh the uh procedures within the physician's office.
[AGENT][NEUTRAL] That is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what about ultrasounds in a physician's office?
[AGENT][POSITIVE] Absolutely, that is covered.
[CUSTOMER][NEUTRAL] OK, OK, so we just need to forward to you guys with the primary ELB attached.
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Now, do you have our address? Is there anything else at all I can tell you about how to get a claim to us?
[CUSTOMER][NEUTRAL] Um, I have [PII] [PII].
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] [PII] and um we are working on the claims that we received on the uh on the [PII], so really it usually takes us 3 to 6 business days to get this processed, so we try to get them out as quickly as possible.
[CUSTOMER][NEUTRAL] OK, no problem, um, and your name? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] OK, and you said you guys pick up um the how much of the patient's deductible?
[AGENT][NEUTRAL] It's up to $5000 per calendar year and as I mentioned before, it's just a verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, OK, not for office visits but procedures and diagnostic testing.
[AGENT][POSITIVE] Absolutely. That's correct, yes. Yeah. The only thing that's not covered is gonna be that office visit.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][NEUTRAL] OK, well thank you for contacting HT have a.