AccountId: 011433970860
ContactId: 87394406-48b3-4b75-a933-b92762f02d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143660 ms
Total Talk Time (AGENT): 68371 ms
Total Talk Time (CUSTOMER): 51662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/87394406-48b3-4b75-a933-b92762f02d23_20250424T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is Doctor [PII]'s office. I'm calling to find out if a patient's policy is still active.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. First, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my telephone number [PII] and what is your name please?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, no problem, [PII]. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02458537 M as in Mary, L as in love 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And she still has a $5000 deductible?
[AGENT][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] Um, what type of service is this for? Is it for an office visit or out?
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Will they take place in an outpatient facility or in a provider's, uh doctor's office?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK, yeah, for
[CUSTOMER][NEUTRAL] It's more like an ambulatory facility.
[AGENT][NEUTRAL] OK. Yes, ma'am. That will be covered under the outpatient benefit and for that, we cover up to 5000 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] Mhm thank you so much have a nice day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, that, that's it, thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling ATL. You have a great rest of your day and bye.
[CUSTOMER][NEUTRAL] You too bye bye.