AccountId: 011433970860
ContactId: 80ca528b-e73f-42ca-82da-d1b468726937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136410 ms
Total Talk Time (AGENT): 72862 ms
Total Talk Time (CUSTOMER): 33904 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/80ca528b-e73f-42ca-82da-d1b468726937_20250602T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, it's [PII] from Doctor [PII]'s office. I'm calling for benefits.
[AGENT][POSITIVE] OK, I could check benefits for you. Uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] 254-494-22.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII]. I think I might have misheard that policy number. Could you repeat that, please?
[CUSTOMER][NEUTRAL] 2549422
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, there we are. I'm so sorry about that. OK, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we we needing to look at inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] Uh, specialist office visit.
[AGENT][NEUTRAL] OK. Alrighty, one moment. Of course, I will let you know verification of coverage is not a guarantee of payment for claims, but this policy does not have benefits for office visits. However, treatment received in office is covered.
[CUSTOMER][NEUTRAL] OK, and what's the maximum for you?
[AGENT][NEUTRAL] Yes, so the outpatient benefit is $4000 max per calendar year. If you give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none of that has been used so far this year.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.