AccountId: 011433970860
ContactId: a09e46f5-d354-4b90-bcc3-c3d18dd1b6c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118470 ms
Total Talk Time (AGENT): 58105 ms
Total Talk Time (CUSTOMER): 40932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a09e46f5-d354-4b90-bcc3-c3d18dd1b6c4_20250331T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from the provider's office, and I want to, uh, verify benefits for the patient, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It will be 02518811.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, 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. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] And it's a specialist office, so I would like to know if the copay is covered or any in office procedure is covered under the plan.
[AGENT][NEUTRAL] Um, the co-pay is not covered, but in-office procedures are covered up to $300 per day.
[CUSTOMER][POSITIVE] Oh OK perfect that will be all. Can I get a reference number please?
[AGENT][NEUTRAL] Um, yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um, it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.