AccountId: 011433970860
ContactId: 7b115185-c4a5-4d61-a8df-a13d623c1841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126019 ms
Total Talk Time (AGENT): 78280 ms
Total Talk Time (CUSTOMER): 31591 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7b115185-c4a5-4d61-a8df-a13d623c1841_20250203T21:47_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] I'm trying to get the benefits for a patient.
[AGENT][NEUTRAL] I can help with the benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 607-8999
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I apolo, thank you, and I do apologize. I didn't get his date of birth. I just wanna make sure I have the right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Individual.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, this is a, uh, a flat rate benefit policy. It has $1000 per calendar year as the maximum. That's just a verification of the benefits, not a guarantee of payment. Um, now I, I don't show that he's used any for the calendar year [PII], so it looks like that's all available.
[AGENT][NEUTRAL] But, um, because I know you mentioned benefits, but because the benefits are a flat rate, it, it is not a percentage, uh, it's not UCR, it's just a flat rate benefit. Um, you may want a fax, uh, that has that lists all the, the prices, yeah. Sure. This is gonna list everything that's covered and how much uh we pay on it. What is your fax number, please?
[CUSTOMER][NEUTRAL] Yes, could you fax it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'll have this for you in just a moment. Now, is there anything else at all that I can uh tell you about the policy before I send off this fax?
[CUSTOMER][NEUTRAL] That's all and I think I have maybe one more with the same insurance company.
[AGENT][NEUTRAL] Yes, and what's the policy number on that?
[CUSTOMER][NEGATIVE] Uh, actually I don't thank you though, that's all.
[AGENT][POSITIVE] Oh, OK, well then I'll have this for you in just a moment. If there's nothing else to help with, thanks for contacting ATO have a good.