AccountId: 011433970860
ContactId: ea089442-5b19-4f8e-a9c7-f60c0779a8e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124480 ms
Total Talk Time (AGENT): 68989 ms
Total Talk Time (CUSTOMER): 51319 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ea089442-5b19-4f8e-a9c7-f60c0779a8e4_20250310T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I am calling from a provider's office. I need some information in a member plan, please.
[AGENT][POSITIVE] Yes ma'am, I can assist you with plan information. Um, first I'll need your name and a good call back number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02543961 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] 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, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Out outpatient for office visit and ultrasounds done in office.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK perfect so office business is covered and ultrasounds correct?
[AGENT][NEUTRAL] Um, well, the co-pay for the office visit is not covered, but the service that goes towards the ultrasound, mhm, the treatment that's covered.
[CUSTOMER][NEUTRAL] OK, only
[CUSTOMER][POSITIVE] OK, perfect. Oh perfect, thank you so much. Can you spell your name please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII] like [PII] and my name in today's date is your reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No thank you have a wonderful day thank you so much.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling ATL. Mm bye. Mhm. Thank you.
[CUSTOMER][POSITIVE] Mm take care bye bye.