AccountId: 011433970860
ContactId: d042a7b0-707a-4f96-b4a9-504ecc1d56d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137919 ms
Total Talk Time (AGENT): 79646 ms
Total Talk Time (CUSTOMER): 42689 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d042a7b0-707a-4f96-b4a9-504ecc1d56d3_20250225T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII] calling from a provider's office to get um eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and benefits, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] To you.
[AGENT][NEUTRAL] All right. And may I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Um, gastro Health.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes, give me one second, it is 01659913ML8.
[AGENT][NEUTRAL] All right, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right, so it's gonna be outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Um, yeah, do you guys cover, um, office, office, um, co-pays?
[AGENT][NEUTRAL] I can check and see. OK, let me check on that. And this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. And with this one we cover office procedures, we do not cover the office visit.
[CUSTOMER][NEUTRAL] Or just procedure?
[AGENT][NEUTRAL] The office procedures are subject to the outpatient maximum which is 2500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just the procedures. OK, I just wanted to just make sure, right, and your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, and is there a reference?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, not a problem thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too