AccountId: 011433970860
ContactId: 7474cb8c-c413-4783-b373-e5193d24e7fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104839 ms
Total Talk Time (AGENT): 53280 ms
Total Talk Time (CUSTOMER): 40781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7474cb8c-c413-4783-b373-e5193d24e7fd_20250219T14:13_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The big
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII] and I'm calling from Blue Ridge Cancer Care, and I'm calling because I'm trying to verify eligibility on a policy for one of our patients.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02458509
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK. 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] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, it's outpatient at a, an office, a specialist office visit.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $7250 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help this morning. Have a good morning.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, that's gonna be it.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too thank you bye bye.