AccountId: 011433970860
ContactId: aa3e6fa7-8191-430c-9b2b-52052661fe54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221690 ms
Total Talk Time (AGENT): 45807 ms
Total Talk Time (CUSTOMER): 82556 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/aa3e6fa7-8191-430c-9b2b-52052661fe54_20250501T12:32_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling ATM. This is.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] You get
[CUSTOMER][NEUTRAL] Um, sorry, I can't hear you well. If you ask for my callback number, it's [PII]. The policy number is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01749482 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] you call
[AGENT][NEUTRAL] facilities.
[CUSTOMER][NEUTRAL] Um, it's for outpatient benefits in the office.
[AGENT][NEUTRAL] So the office setting?
[CUSTOMER][NEUTRAL] Office visit setting, yeah, for outpatient.
[AGENT][NEUTRAL] So this one is called
[AGENT][NEGATIVE] Does not cover all.
[AGENT][NEUTRAL] However, it's considered as outpatient.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] After testing physical therapy if it's not place the service lab, and then that'll be considered outpatient.
[AGENT][NEUTRAL] So if this place 11.
[AGENT][NEUTRAL] It was considered as an office leader.
[CUSTOMER][NEUTRAL] OK. Um, does she have outpatient benefits of like for max for the year or anything like that?
[AGENT][NEUTRAL] And you have.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The disclaimer of the policy coverage. However, I'm not sure if it'll be like.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] That's fine. We usually, we usually bill outpatient so we don't bill with an office visit for these patients. Um, so it should be, we'll still bill it to you guys if anything, um, but you said it's $1000 per calendar year, correct?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just a disclaimer of the policy.
[CUSTOMER][POSITIVE] Mhm. OK. No problem. Um, OK, thank you so much for your help. Um, have you used any of that 1000 for the year or now?
[AGENT][NEGATIVE] It is not util
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, can know that, can I just have a reference number for the call, please?
[AGENT][NEUTRAL] The of the.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] That was SH um what was next after that?
[AGENT][NEUTRAL] Y for yellow.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][POSITIVE] Perfect. And today's date.
[AGENT][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Perfect. All right. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm