AccountId: 011433970860
ContactId: 8fcf22ba-7b85-409f-bf3e-fdab0ea8ad3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160009 ms
Total Talk Time (AGENT): 68797 ms
Total Talk Time (CUSTOMER): 67721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/8fcf22ba-7b85-409f-bf3e-fdab0ea8ad3c_20250102T16:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial M. I'm calling from Gulf South Eye Associates. I was calling for a benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK. And is this service in an office setting, in the doctor's office?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 785116.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you for that information, [PII].
[AGENT][NEUTRAL] Let me give you the current policy number. Let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is policy number 25787.
[AGENT][NEUTRAL] 95.
[AGENT][NEUTRAL] Uh, the policy effective date is [PII].
[AGENT][NEUTRAL] Currently active?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the physician's fee or the co-pay is not covered, um, but there is a treatment writer under the plan. So, any covered treatment can be considered under the outpatient benefit, but the office visit co-pay isn't covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there, uh, uh, um, um, limited amount of, uh, visits?
[AGENT][NEUTRAL] Well, the office visit isn't covered.
[CUSTOMER][NEUTRAL] 00 well I'm sorry, OK, OK, got you, alright, OK, alright, thank you. That's why I need to know is um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just like not covered. Alright, is there a reference number for the phone call?
[AGENT][NEUTRAL] Uh, not necessarily a number. You'll use my name in today's date as reference. [PII].
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII] and first initial of my last name is [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that, that is, uh, that's all.
[AGENT][POSITIVE] OK, alrighty well thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.