AccountId: 011433970860
ContactId: e30f242f-c76e-470e-bd9d-ee45774952b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114760 ms
Total Talk Time (AGENT): 59320 ms
Total Talk Time (CUSTOMER): 43578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e30f242f-c76e-470e-bd9d-ee45774952b6_20250414T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the doctor's office, the provider's office. Is this a healthcare coverage plan?
[AGENT][NEUTRAL] Um, yeah, we offer a couple of different plans. I mean, we offer secondary insurance, we offer like a limited benefit plan. I can check on the plan if you have their policy number.
[CUSTOMER][NEUTRAL] OK, it is 02465526. I'm believing that it's a secondary plan.
[AGENT][NEUTRAL] OK. Let's see here.
[AGENT][NEUTRAL] And then can I get the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much. All right. So, uh, it is a secondary plan. The patient is active. Uh, the effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we pick up a deductible, co-pay, co-insurance from the primary.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is there an authorization that's required for MRI knee right?
[AGENT][NEUTRAL] Mm mm no pre-authorization would be needed. I can give you, let's see, on this patient plan their outpatient benefit amount for the calendar year, it looks like it's $2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and [PII], is there a call reference number? What's the first initial to your last name?
[AGENT][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] OK, and is there a call reference number for this call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. The call reference would be my name with my last initials and today's date, which is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, well thank you, sir. It's been my pleasure. I hope that you enjoy the rest of your day.
[AGENT][POSITIVE] You as well thanks for calling bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye.