AccountId: 011433970860
ContactId: c6436312-7ad8-4068-a92e-9a1ee0fa5ab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114010 ms
Total Talk Time (AGENT): 70179 ms
Total Talk Time (CUSTOMER): 32094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c6436312-7ad8-4068-a92e-9a1ee0fa5ab9_20250414T19:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. Hi [PII], this is [PII] with Texas Orthopedics calling about a mutual patient for eligibility and benefits.
[AGENT][POSITIVE] Yeah, I could check eligibility and benefits for you, uh, and I can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII]. That's the direct number.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. I have 01896415 for [PII].
[AGENT][NEUTRAL] Perfect thank you and then did you have uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that, [PII]. uh, so this policy is active effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're really need to look at, uh, inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient for a specialist office visit?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you and of course I will let you know verification of coverage is not a guarantee of payment for claims, so this policy does not have coverage for office visits, however, treatment received in office is covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The visit itself would not be so if it was just like a consultation.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, do you have a call reference number?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date and so my name is spelled [PII], last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, I appreciate your help thank you ma'am.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.