AccountId: 011433970860
ContactId: 9488da39-c970-4503-ab21-0248ae87813c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106699 ms
Total Talk Time (AGENT): 60867 ms
Total Talk Time (CUSTOMER): 50660 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9488da39-c970-4503-ab21-0248ae87813c_20250217T18:57_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from Doctor [PII]'s office. I'm calling to see if this patient has in-office benefits for a colposcopy.
[AGENT][NEUTRAL] For physician's office.
[CUSTOMER][NEUTRAL] On her I know this is a gap payment plan excuse me.
[AGENT][NEUTRAL] Uh, for an in-office in physician's office procedure, is that correct?
[CUSTOMER][NEUTRAL] Yes, a specialist's office, um, she's going to be having a colposcopy.
[AGENT][NEUTRAL] I do understand and uh what's that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 01611844ML8.
[AGENT][NEUTRAL] Thank you. And if I could just have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK. So while I'm looking this up, if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Oh, so they don't say Greenpeace.
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. Now, the policy went into effect um on [PII]. It is active for in hospital, excuse me, in physician's office treatments such as the one or procedures that you're talking about. We will pick up the deductible. We will pick up the deductible co-payment or co-insurance up to $1500 per calendar year. Um, that is just a verification of those benefits, not a guarantee of payment, and it doesn't look like anys have been used for the calendar year [PII], so.
[CUSTOMER][POSITIVE] Oh great
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] Um, it should be a problem.
[CUSTOMER][NEUTRAL] All right, can I have a reference number please?
[AGENT][NEUTRAL] Yeah, just go ahead and send that into us. Um, and my name is [PII]. The first letter of my last name is [PII], and we're gonna use that and today's date is a reference.
[CUSTOMER][POSITIVE] [PII] OK thank you bye bye.
[AGENT][NEUTRAL] OK,