AccountId: 011433970860
ContactId: 8cfbd002-cbaf-4ca0-9a46-84c4f93754e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128660 ms
Total Talk Time (AGENT): 70920 ms
Total Talk Time (CUSTOMER): 35227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8cfbd002-cbaf-4ca0-9a46-84c4f93754e7_20250620T14:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling with Triad Eye Surgery Center. I was going to get some benefits on a policy.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02579330.
[AGENT][NEUTRAL] 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 the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 3500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the client.
[CUSTOMER][NEUTRAL] OK, and has he used any of that this year?
[AGENT][NEUTRAL] Um, yes, ma'am. So far he's used um $1,659.33.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and is there any type of reference number for our call today?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.