AccountId: 011433970860
ContactId: 766dd5dd-f252-4e3a-81e5-fd70abe74b42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106360 ms
Total Talk Time (AGENT): 65059 ms
Total Talk Time (CUSTOMER): 35678 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/766dd5dd-f252-4e3a-81e5-fd70abe74b42_20250114T19:35_UTC.wav
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[AGENT][NEUTRAL] Calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ashner. I'd like to get benefits on a patient, please.
[AGENT][NEUTRAL] I'm sure [PII] can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Office number is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, that would be 02320076.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] 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] It's for a primary care visit, yes, a visit.
[AGENT][NEUTRAL] OK, for office visits, we cover up to, let's see, 6000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK he's not.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Copay not covered. All right, and is there a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, thank you Ms. [PII] for your help. I appreciate it you have a nice afternoon.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Alrighty, bye bye.