AccountId: 011433970860
ContactId: b0e9772a-9f99-4c08-9fc0-a098b4538ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147899 ms
Total Talk Time (AGENT): 72188 ms
Total Talk Time (CUSTOMER): 45416 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b0e9772a-9f99-4c08-9fc0-a098b4538ac3_20250226T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], calling from the cardiology offices of Doctor [PII]. I need you to confirm, um, if a patient's active and also if her, if she would be covered by you guys for some exams she's gonna do in the office.
[AGENT][NEUTRAL] OK, uh, sure, I can assist you with eligibility and benefits, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, would that be the group number?
[AGENT][NEUTRAL] No, it's gonna be a policy certificate number outpatient policy certificate if you see that.
[CUSTOMER][NEUTRAL] Got you. I have that right here. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the outpatient benefitser number is 025.
[CUSTOMER][NEUTRAL] 743
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] M as in Mary
[CUSTOMER][NEUTRAL] L as in Larry
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And let me check her benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of 750 per day. This includes any procedures or treatments done in the office. It does not cover the office visit, but it does cover procedures.
[CUSTOMER][POSITIVE] All righty, perfect.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's it you've been very helpful. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.