AccountId: 011433970860
ContactId: bc7b80de-b78f-40f3-aae2-239882fa14d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134580 ms
Total Talk Time (AGENT): 61798 ms
Total Talk Time (CUSTOMER): 54315 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/bc7b80de-b78f-40f3-aae2-239882fa14d4_20250213T15:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Uh, my name is [PII]. I'm calling from the agnostic Center of Miami. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I just need to obtain benefits and eligibility for one of my patients, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 01893122 M like Mary, L like Larry, and the number 8 at the end.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] Mm, no problem.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] My first name is [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm looking for an office visit um but we are a specialty, uh, radiology freestanding facility outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient benefits, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] All right, perfect. May I have your name please?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Can I use your name and last name like a reference number on today's date?
[AGENT][NEUTRAL] Yes, ma'am. That's the reference number, my name and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you Ay you have a wonderful day bye bye thank you.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.