AccountId: 011433970860
ContactId: c702e91e-56e8-4ced-9d6c-d5dd34d29b49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106500 ms
Total Talk Time (AGENT): 54095 ms
Total Talk Time (CUSTOMER): 35252 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c702e91e-56e8-4ced-9d6c-d5dd34d29b49_20250616T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if this patient is still active with this insurance.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Really, thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02610045
[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, it is still active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, does it cover office, um, co-pay, deductible out of pocket?
[AGENT][NEUTRAL] It doesn't cover the copay. What it does is it covers treatment within the physician's office up to $55,500 per calendar year. That's just a verification benefit it's not a guarantee of payment.
[AGENT][NEGATIVE] But it does not cover the office visit copay. That is not covered.
[AGENT][NEUTRAL] And she's used $210 in her benefits so far this year.
[CUSTOMER][NEUTRAL] OK, so if she has a copay with the specialist that won't cover.
[AGENT][NEGATIVE] That is not going to be covered.
[AGENT][NEUTRAL] But the, but the treatment is.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][MIXED] OK, treatment, OK, treatment is covered, not the copay.
[CUSTOMER][NEUTRAL] OK, and can I have your name please?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][NEUTRAL] OK, there's nothing else to help with. Thanks for contacting Excel.