AccountId: 011433970860
ContactId: da0f6c8d-f9f3-47ac-a19d-cb0088fd98c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161559 ms
Total Talk Time (AGENT): 81350 ms
Total Talk Time (CUSTOMER): 51699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/da0f6c8d-f9f3-47ac-a19d-cb0088fd98c8_20250108T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was trying to verify eligibility and benefits.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. And first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and then [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that is gonna be 02559886.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, let's see, the effective date on this policy was [PII], and the policy is still active. And for a list of all the benefits and the fee schedule, I can fax that over to you. Um, what's your fax number?
[CUSTOMER][NEUTRAL] Um, we actually don't have a fax at the moment.
[AGENT][NEUTRAL] OK. So what uh benefit do you need to verify?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I just need to know, could you please tell me the maximum?
[AGENT][NEUTRAL] OK. Yes, ma'am. One moment.
[AGENT][NEUTRAL] OK, thanks for your patience. Um, the maximum is $500 per calendar year and there is a $50 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] OK, and then lastly I just need to know um the coinsurance please.
[AGENT][NEUTRAL] And the coinsurance, I'm not showing any.
[CUSTOMER][NEUTRAL] No coinsurance.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mm, that is weird. OK, so like, huh, OK, so preventative and all that is 0?
[AGENT][NEUTRAL] Yeah, preventative is 100% um for radiographs, basic expensive and basic restoratives, um, is 80%.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] With no waiting period. Mhm.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much um can I just have a reference number please?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATO. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.