AccountId: 011433970860
ContactId: 917519dc-664d-47e0-bef6-e24032d0e807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111900 ms
Total Talk Time (AGENT): 63660 ms
Total Talk Time (CUSTOMER): 57347 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/917519dc-664d-47e0-bef6-e24032d0e807_20250307T15:00_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from a medical provider's office. I'm trying to see if y'all have uh coverage for this patient for in office.
[CUSTOMER][NEUTRAL] Specialty.
[AGENT][NEUTRAL] Or yes, of course I can look that up. What's the policy number please?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from [PII] Io. May I please speak with A?
[AGENT][NEUTRAL] It might begin with a 01 or 02, or it could be listed as the member number on this card.
[CUSTOMER][NEUTRAL] It's 021-73204.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have at the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, the policy does have outpatient benefits for treatment within the physician's office, but not for the office uh visit itself. Now, for the treatment within the physician's office, we'll pick up the deductible, co-payment or co-insurance up to $2550 per calendar year, and that's just a verification I guarantee your payment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like a backup
[AGENT][NEUTRAL] But it does not cover the office visit co-pay. It's just treatment or procedures within the hospital. I mean, excuse me, within the doctor's office.
[CUSTOMER][NEUTRAL] OK, how about like for an ultrasound in the office?
[AGENT][NEUTRAL] Uh, that's, that would be covered, yes.
[CUSTOMER][NEUTRAL] OK, so that's something that y'all will cover.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and that's all I needed to confirm do you provide call reference numbers?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII].
[AGENT][POSITIVE] And uh we'll use that in today's date as a reference and there's nothing else I can help with and thank you very much for contacting APL. Hope you have a very good morning.
[CUSTOMER][NEUTRAL] Mhm.