AccountId: 011433970860
ContactId: e34d123c-30af-49b7-80f8-4f0b297c80ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210210 ms
Total Talk Time (AGENT): 102758 ms
Total Talk Time (CUSTOMER): 85439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e34d123c-30af-49b7-80f8-4f0b297c80ee_20250205T14:04_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 Associates and Advanced Maternal fetal medicine. I have two patients that I just need to know their, um, their benefits as the gap insurance, see if they have a limit.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course my name is Say [PII], and the best callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Of course, 025578-885.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It would be for outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. Has she met anything towards that limit by any chance?
[AGENT][NEUTRAL] Um, no, not so far this year.
[CUSTOMER][POSITIVE] Alrighty perfect and a reference number for this patient please?
[AGENT][NEUTRAL] Um, you can use my name and today's date for the reference number. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much EV and then I do have one last patient.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, thanks for your patience. I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Perfect. Policy number is 02022166 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her birthday is [PII].
[AGENT][NEUTRAL] OK, 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.
[AGENT][NEUTRAL] And is this also for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, under this policy, we cover up to 3500 per calendar year for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect and anything me towards this year?
[AGENT][NEUTRAL] No, ma'am. Nothing's met so far.
[CUSTOMER][POSITIVE] Perfect thank you so much and this would be the same reference number correct?
[AGENT][POSITIVE] Yes, ma'am, it will be. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it you it great, I thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Likewise.