AccountId: 011433970860
ContactId: 8dff4bf6-308b-4167-a1a0-285fdf12340a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362630 ms
Total Talk Time (AGENT): 71699 ms
Total Talk Time (CUSTOMER): 66557 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8dff4bf6-308b-4167-a1a0-285fdf12340a_20250213T21:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have super quick questions to ask about patients benefits.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01777823
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what's your question, please?
[CUSTOMER][NEUTRAL] Um, how much is remaining from the yearly max has this patient met their deductible?
[AGENT][NEUTRAL] OK, let's see, one moment.
[AGENT][NEUTRAL] OK under this policy, there's a $1500 yearly max and a $50 deductible. And let's see, has he met anything so far?
[AGENT][NEUTRAL] He has met the $50 deductible, and so far he's used $98 of the $1500.
[CUSTOMER][NEUTRAL] OK, 1598. OK, got it. And then with this patient be eligible for a profi exam by change in FMX or panel?
[AGENT][NEUTRAL] What's the code?
[CUSTOMER][NEUTRAL] Uh, do you want them all at once or one at a time?
[AGENT][NEUTRAL] One at a time.
[CUSTOMER][NEUTRAL] 11:10.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, and I'm showing that that's covered at 100%.
[CUSTOMER][NEUTRAL] So they're eligible for this year.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Exam 0120.
[AGENT][NEUTRAL] I'm still waiting on my system, one moment.
[AGENT][POSITIVE] Yes, ma'am. I'm [PII]. He's eligible.
[CUSTOMER][NEUTRAL] And they're 274.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, he's eligible.
[CUSTOMER][NEUTRAL] And then 02 10.
[AGENT][POSITIVE] Yes, he's eligible.
[CUSTOMER][NEUTRAL] OK, perfect. So just to recap, you said this patient is still active with 1,402 remaining deductible has been met. Patient is eligible for profy exam by rings and FMX for panel.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright perfect thank you so much that's all I wanted to ask enjoy the rest of your day.
[AGENT][POSITIVE] OK. So, is there anything else I can assist you with, [PII]? Thank you for calling APL. You have a great rest of your day as well. Mm bye.