AccountId: 011433970860
ContactId: a872c396-5ebc-46c5-a498-3b0450b46860
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125540 ms
Total Talk Time (AGENT): 69810 ms
Total Talk Time (CUSTOMER): 58288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a872c396-5ebc-46c5-a498-3b0450b46860_20250616T14:37_UTC.wav
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[AGENT][NEUTRAL] contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Pembroke Pink Imaging checking on benefits on a patient. I wanna see if she's active and what her maximum is.
[AGENT][NEUTRAL] Yes, I can certainly look at that up. And on, what is the, um, what is the policy number that we're looking at this morning?
[CUSTOMER][NEUTRAL] It's gonna be 02543839.
[AGENT][POSITIVE] Thank you and the patient's name and date.
[CUSTOMER][NEUTRAL] My linguerta.
[CUSTOMER][NEUTRAL] My, yeah, my lingua and her date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active for outpatient services, such as outpatient imaging, we will pick up the deductible, co-payment, or co-insurance up to $500 per calendar, uh, excuse me, um, yeah, it's $500 per calendar day. That is just a verification of those benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that is a per calendar day image, uh, um, benefit though. Is there anything else at all that I can tell you about the, uh, the secondary or gap insurance? Would you like to know the mailing address? We have an online service center if you'd be interested, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, no. Oh.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm good. I just wanted to see how much she has as a max, so it's 500 per day, and, uh, is there per day, and there is there a reference number?
[AGENT][POSITIVE] Per day, that's right.
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. We will use that today's date as our reference.
[CUSTOMER][NEUTRAL] And today's date, OK, and you had said she was effective [PII]?
[AGENT][POSITIVE] That's right, yes, and her policy is active.
[CUSTOMER][POSITIVE] Yes, OK, yeah, thank you so much [PII]. You have a wonderful day today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for contacting ATO have a good day.
[CUSTOMER][POSITIVE] By my love.