AccountId: 011433970860
ContactId: eab4b5c9-bb87-483d-a6f9-c453bc84c953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111120 ms
Total Talk Time (AGENT): 47538 ms
Total Talk Time (CUSTOMER): 51039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/eab4b5c9-bb87-483d-a6f9-c453bc84c953_20250325T19:33_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Good, I was wondering if you can assist me on telling me if a patient's insurance is going to cover copays.
[AGENT][NEUTRAL] For the office visit?
[CUSTOMER][NEUTRAL] It's an office visit, but it's for general surgery, so I didn't know if that was still the same or.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So it is an office visit, but it's not for primary care.
[AGENT][NEUTRAL] Well, let's
[AGENT][NEUTRAL] OK, OK, certainly. Um, so what is the policy number?
[CUSTOMER][NEUTRAL] The policy number that we have is 017.
[CUSTOMER][NEUTRAL] 35266
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it is a direct line.
[AGENT][POSITIVE] I appreciate that. Thank you. So the policy went into effect on [PII], it is, uh, it is active.
[AGENT][NEUTRAL] [PII], the policy is for treatment within if um
[AGENT][NEUTRAL] Outpatient or inpatient hospital settings only. Uh, the cancer treatment, um, durable medicals, that sort of thing, but nothing within a physician's office at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, that is all I needed to know. I can go ahead and get this sent to her and do you have a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I may help you with?
[CUSTOMER][POSITIVE] That is it thank you so much for your help I greatly appreciate that.
[AGENT][POSITIVE] Mhm thanks for contacting you have a good.