AccountId: 011433970860
ContactId: d1b203ca-d940-46ca-8696-48c294fea9dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107760 ms
Total Talk Time (AGENT): 58281 ms
Total Talk Time (CUSTOMER): 33433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d1b203ca-d940-46ca-8696-48c294fea9dc_20250602T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm, um, a provider at a provider's office. I'm just trying to check eligibility for a patient of ours.
[AGENT][NEUTRAL] I'm sure [PII] can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 021-922-66.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, office is it?
[AGENT][NEUTRAL] OK. OK, for services provided in office, we cover up to 3500 per calendar year and that's for the coinsurance and the deductible after the primary insurance processes the claim, but the copay for the office visit is not covered.
[CUSTOMER][POSITIVE] OK, got it. Alright, well thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, I don't think so.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Yes ma'am you too bye.
[AGENT][NEUTRAL] Mhm.