AccountId: 011433970860
ContactId: 93b2cf3d-8e5c-443f-8685-a2d19fa8c3fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126660 ms
Total Talk Time (AGENT): 54632 ms
Total Talk Time (CUSTOMER): 58777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/93b2cf3d-8e5c-443f-8685-a2d19fa8c3fe_20250306T17:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATM. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from the doctor's office to get outpatient benefits for diagnostic colonoscopy.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] It's [PII] spelled [PII], last name initial [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01368831.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I do show the diagnostic colonoscopy. Now, diagnostic meaning like routine diagnosis or? OK. Um,
[CUSTOMER][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] No, it's for a history of pilots, so it is for medical diagnostic, uh, reasons. It's not a screening or routine, it's for high risk.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that would fall under that will fall under the outpatient and the per day maximum is $200.
[CUSTOMER][NEUTRAL] Per day and that would be for everything that's built for doctor and facility, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect let me just get a reference number for today's call please.
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call. Was there anything else I could assist you today?
[CUSTOMER][NEUTRAL] You're at Eastern Standard Time?
[AGENT][POSITIVE] That's correct, um, no, we're Central. I'm sorry.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] Central, so it's 3 hours back now it's [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh, it's only an hour, never mind [PII] Central Standard Time.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Am. OK, and [PII] or [PII]?
[AGENT][NEUTRAL] Um, 2 S's.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.