AccountId: 011433970860
ContactId: dcdc7089-d78d-49cc-8e17-ea527a4447b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178889 ms
Total Talk Time (AGENT): 81020 ms
Total Talk Time (CUSTOMER): 41590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/dcdc7089-d78d-49cc-8e17-ea527a4447b6_20250220T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII] as well.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from University Medical Center of Southern Nevada. I'm calling to verify benefits on a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and I'm sorry, I didn't quite catch your name.
[CUSTOMER][NEUTRAL] It's spelled [PII]
[AGENT][NEUTRAL] [PII], OK, thank you. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02565700.
[AGENT][NEUTRAL] Thank you Miss. [PII]. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For an office visit coming up on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Let me see what we cover, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plans to the major medical.
[AGENT][POSITIVE] And one moment, I'm pulling the benefits.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so this one it covers office treatments, but it does not cover the office visit.
[AGENT][NEUTRAL] Um, the office visit is going to be members responsibility.
[AGENT][NEUTRAL] And um for the office treatment, it is subject to the outpatient maximum. The outpatient maximum benefit amount is 4500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's her effective date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date on the policy is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK, thank you so much you have a good day.
[AGENT][POSITIVE] You as well, Miss. [PII] thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye.