AccountId: 011433970860
ContactId: d050c787-711f-488e-8566-f840fcf1c630
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130440 ms
Total Talk Time (AGENT): 77249 ms
Total Talk Time (CUSTOMER): 40091 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d050c787-711f-488e-8566-f840fcf1c630_20250620T18:22_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center of Florida. I'm calling to get benefits for an ultrasound.
[AGENT][NEUTRAL] OK, sir. I can help with benefits. What's that I can help with with ultrasound benefits. What is that, uh, policy number, please?
[CUSTOMER][NEUTRAL] For a patient?
[CUSTOMER][NEUTRAL] His policy number, her policy number is going to be 01457270.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [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] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII].
[AGENT][NEUTRAL] [PII], it is active.
[AGENT][NEUTRAL] If the ultrasound is being done.
[AGENT][NEUTRAL] Within a hospital setting.
[AGENT][NEUTRAL] We will pick up the deductible, co-payment or co-insurance up to $500 per occasion, and that's for, uh, accidents or sickness. Uh, that is just a verification of benefits, not a guarantee of payment. If it occurs within a physician's office, we have 4 office, uh, visits.
[AGENT][NEUTRAL] Uh, benefits at $25 each.
[AGENT][NEUTRAL] So it just depends on where the ultrasound is taking place.
[AGENT][NEUTRAL] Whether it's in a physician's office or um in a hospital phone.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you repeat the hospital setting one more time, please?
[AGENT][NEUTRAL] Yes, certainly. What we would do is we would pick up the deductible, co-payment or co-insurance.
[AGENT][NEUTRAL] Up to $500 per occasion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is just a verification that if it's not a guarantee of payment.
[AGENT][NEUTRAL] And that would be for the ultrasound being done in a hospital setting.
[AGENT][NEUTRAL] And there's no pre-authorization that's required. Is there anything else that I can help with?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. That'll be all. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting UPO. Have a good day.