AccountId: 011433970860
ContactId: b8176d78-1891-4320-9d02-a9f765086c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96839 ms
Total Talk Time (AGENT): 49826 ms
Total Talk Time (CUSTOMER): 45599 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b8176d78-1891-4320-9d02-a9f765086c2e_20250221T13:20_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you [PII]. My name is [PII]. I'm calling from the doctor's office. Uh, I need to check benefits and eligibility for specialist office visit, please, um, procedures on in office setting.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can certainly help with that, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] 02450285 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, for the specialist office co-pay.
[CUSTOMER][NEUTRAL] or
[AGENT][NEUTRAL] That is not covered under these policies. However, for procedures within the physician's office, we will pick up the deductible, co-payment or co-insurance up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's just a verification then it's not a guarantee of payments, and that is a per calendar day benefit.
[CUSTOMER][NEUTRAL] OK, thank you, thank you. Can I have a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No thank you so much for your help I appreciate it have a nice day.
[AGENT][POSITIVE] Mhm thanks for contacting ATO have a nice.