AccountId: 011433970860
ContactId: c88cfdb5-64b9-43dc-bf54-298df7af3cf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120440 ms
Total Talk Time (AGENT): 68071 ms
Total Talk Time (CUSTOMER): 40795 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c88cfdb5-64b9-43dc-bf54-298df7af3cf2_20250410T15:06_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I wanted to check eligibility on a patient.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry, my name?
[AGENT][NEUTRAL] Uh, uh, I can help with eligibility. With whom am I speaking?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] It's 018687888.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII] and it is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, is, does this, uh, covered, uh, medical service like for specialists?
[AGENT][NEUTRAL] Uh, for the, uh, what the benefits do, let me see if I can find it here. So treatment or procedures within the physician's office is covered up to $2550 per calendar year. That's just a verification of the benefits, not a guarantee of payment, but the office visit co-pay is not covered. So treatment or, or procedures within the physician's office will be covered, but not the office visit co-pay.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that and today's date is a reference.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that was it for today.
[AGENT][POSITIVE] If there's nothing else I can help with, yeah, thank you for contacting ATL. You have a very good morning.
[CUSTOMER][NEUTRAL] No.