AccountId: 011433970860
ContactId: e62f0026-cd56-45eb-a049-264fc1064161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136179 ms
Total Talk Time (AGENT): 64969 ms
Total Talk Time (CUSTOMER): 50387 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e62f0026-cd56-45eb-a049-264fc1064161_20250506T19:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits for a patient please.
[AGENT][NEUTRAL] OK, and I can help you with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you, and your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. May I have the policy number, please?
[CUSTOMER][NEUTRAL] 01931053 M as in Mary L as in Larry 8.
[AGENT][POSITIVE] OK, thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you so much and you're calling to verify eligibility. Would you need benefits for her as well?
[CUSTOMER][NEUTRAL] Yes, eligibility benefits for a specialist office visit.
[AGENT][NEUTRAL] OK, I can help you with that. Um, she shows effective as of [PII], this policy shows active and for a specialist office visit.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy does not cover for an office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does she have a writer on the plan that covers if they do any kind of testing or procedures in the office?
[AGENT][NEUTRAL] She does have a provider to help with covered services or procedures, and for that benefit, please note verification of benefits provided does not guarantee payment. We pay up to $3000 for the calendar year.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And let me check.
[CUSTOMER][NEUTRAL] Is there any way to know if she's uh if she's using it yet?
[AGENT][NEUTRAL] Of course, let me check that for you. You're welcome, [PII]. She has not, she has not for this year.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, that'll be it.
[AGENT][NEUTRAL] OK. And for the reference, it will be my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for helping.
[AGENT][POSITIVE] You're welcome. Have a great day. Thank you. Thanks for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye.