AccountId: 011433970860
ContactId: 841d67be-cc0e-4463-af76-2a516fae50c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108099 ms
Total Talk Time (AGENT): 70489 ms
Total Talk Time (CUSTOMER): 29501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/841d67be-cc0e-4463-af76-2a516fae50c9_20250512T18:22_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] I can help with benefits, uh, [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 08261.
[AGENT][NEUTRAL] Thank you. And theta's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The, this is a secondary or gap insurance and it went into effect on [PII]. It is active. Now, you mentioned wanting to know about benefits. Is this for an inpatient uh stay or outpatient?
[CUSTOMER][NEUTRAL] It's for a specialist.
[AGENT][NEUTRAL] Specialist office visit, OK.
[CUSTOMER][NEUTRAL] Visit office visit, yeah.
[AGENT][NEUTRAL] So what we will do is we will pick up the deductible, co-payment or co-insurance for especially for treatment or uh or procedures within a physician's office up to $2000 per calendar year. That is just a verification of a benefit, not a guarantee of payment. It doesn't look like [PII] has used any of those benefits for the current calendar year, but the policy does not cover that office visit, so it will cover treatment within the physician's office.
[AGENT][NEUTRAL] Um, but, uh, but not, um, the office visit co.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] Now is there anything else at all I can tell you? OK, well, if there's nothing else I can help with, and thanks for contacting ATL. Have a good day.
[CUSTOMER][POSITIVE] OK perfect thank you very much.