AccountId: 011433970860
ContactId: ca617aab-8a60-434b-826c-6010247e08db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120620 ms
Total Talk Time (AGENT): 58015 ms
Total Talk Time (CUSTOMER): 41724 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ca617aab-8a60-434b-826c-6010247e08db_20250303T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATM. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII], mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thanks, um, I'm [PII] calling from Doctor [PII]'s office and just calling to verify benefits on a
[CUSTOMER][NEUTRAL] Uh, new patient appointment?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. And first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, the patient's ID number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 02574097.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I'm showing the effective date on this policy was [PII] and the policy is still active. Um, let's see.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] That's new patient office visit.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $100 per visit and she gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK just a second, OK, um, are you able to tell if we're in network with our insurance?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, there is no network under this policy. We work with all providers.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling API.