AccountId: 011433970860
ContactId: d5e099ec-3cce-4046-aeb2-a207c9fc6483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163759 ms
Total Talk Time (AGENT): 82966 ms
Total Talk Time (CUSTOMER): 50952 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d5e099ec-3cce-4046-aeb2-a207c9fc6483_20250521T19:57_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking for benefits, uh, for specialist office visit.
[CUSTOMER][NEUTRAL] Uh, I have American, mhm.
[AGENT][NEUTRAL] Yes, I can see
[AGENT][NEUTRAL] Yes, I was going to say I can certainly help with the benefits, um, and is this for your policy or?
[CUSTOMER][NEUTRAL] Well I'm calling from the specialist office.
[AGENT][NEUTRAL] You are, OK, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Uh, it is 0168.
[CUSTOMER][NEUTRAL] 2324 M as in Mary.
[CUSTOMER][NEUTRAL] 18
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is uh [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you very much. The policy went into effect.
[AGENT][NEUTRAL] On [PII], excuse me, [PII], excuse me, and it is active. Now, uh, what my Lagos has is uh benefits for treatment within the physician's office but not the office visit co.
[AGENT][NEUTRAL] So what we'll do is we'll pick up the deductible, co-payment or co-insurance for treatment within the physician's office up to $4000 per calendar year, and that's just a verification of the benefits, not a guaranteed payment, but the office visit co-pay is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it would be treatments but or procedures but not the operative.
[AGENT][NEUTRAL] Is there anything else at all I can tell you about the secondary or back insurance?
[CUSTOMER][POSITIVE] Got you OK um.
[CUSTOMER][NEUTRAL] Uh, does this plan have a group number?
[AGENT][NEUTRAL] Yes, uh, it does. The group number for the policy is 16893.
[AGENT][NEUTRAL] And it looks like the group name is is uh Chris Mel Enterprise.
[CUSTOMER][POSITIVE] Perfect, that's what I needed to know thank you so much and that ID number I gave you was correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, it is.
[CUSTOMER][POSITIVE] OK perfect all right very good thank you.
[AGENT][POSITIVE] OK, well, thank you for contacting ATL. You have a very good day.