AccountId: 011433970860
ContactId: 8d10f964-ea29-40ba-9bdd-cd4f8059f639
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111000 ms
Total Talk Time (AGENT): 54130 ms
Total Talk Time (CUSTOMER): 53004 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8d10f964-ea29-40ba-9bdd-cd4f8059f639_20250505T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from Doctor [PII]'s office. Let me make sure it's Doctor [PII]. Yes, it's Doctor [PII]. This patient is going to be having a vulvar biopsy in the specialist's office, and I'd like to know if it's covered under her gap policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, I'm happy to take a look. [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Her policy number is 01720244 MLB.
[AGENT][NEUTRAL] All right, let me pull this up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Perfect. So patient is active. Effective date is [PII].
[AGENT][NEUTRAL] And we are the secondary insurance, so it does cover deductible, yeah, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Right, that I know, OK.
[CUSTOMER][MIXED] Wonderful except for the office visit.
[AGENT][NEUTRAL] Correct. And then the outpatient benefit max is 1500 for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has she met any of that?
[AGENT][NEUTRAL] Let me see here one moment.
[AGENT][NEUTRAL] Uh, looks like the amount paid to date is $250.
[CUSTOMER][NEUTRAL] OK, so we're good. May I have a reference number please?
[AGENT][NEUTRAL] Absolutely. That's gonna be my name with my last initials and today's date. My name is [PII], that's [PII]
[AGENT][NEUTRAL] Last initial.
[CUSTOMER][NEUTRAL] OK, [PII], and today's date is is what's your last initial?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII] thank you so much for your help. I appreciate it bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.