AccountId: 011433970860
ContactId: eb393754-f0b7-4d00-8e1f-1e2dcbda921c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155639 ms
Total Talk Time (AGENT): 90168 ms
Total Talk Time (CUSTOMER): 48795 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/eb393754-f0b7-4d00-8e1f-1e2dcbda921c_20250604T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I'm calling from the provider's office. I'm trying to confirm patient's policy is active.
[AGENT][NEUTRAL] I can help with eligibility, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] thanks. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02487944
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, that's great. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. I do appreciate that. Um, so this policy went into effect.
[AGENT][NEUTRAL] on um
[AGENT][NEUTRAL] [PII], it is active. Now, is there anything else at all that I can tell you, [PII], besides eligibility on this policy?
[CUSTOMER][NEUTRAL] Um, well, patient is coming in for an echo on Friday, and I'm trying to confirm what type of plan this is. Is it a gap plan?
[AGENT][NEUTRAL] Yes, that's exactly what it is. This is a secondary gap plan and for um an echo echocardiogram. What we will do is we will pick up the deductible co-payment of home insurance from your major medical.
[AGENT][NEUTRAL] Up to 5 $5000 per calendar year. That is just a verification of benefits, not a guarantee of payment. It looks like for the calendar year [PII], she has not used.
[AGENT][NEGATIVE] Any of the money for any of the benefits at all.
[AGENT][NEUTRAL] So it looks like that's all going to be available.
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting out on me. So up to $5000 did you say?
[AGENT][POSITIVE] Yeah, I do apologize, [PII], I'm having some fun.
[AGENT][NEUTRAL] Right, and she hasn't used any of it at all, and, and that is just a verification of the benefits not a guarantee of payment. So yes, uh, as long as there's a deductible co-pay medical insurance for good, and you'll just file your major medical first and then, and then file it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Would you like to know our mailing address? We also have an online service center. Anything else at all?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have a reference number, and I'm sorry, can I get your name?
[AGENT][NEUTRAL] Yes, my name is [PII]. That's [PII] The first letter of my last name is [PII].
[AGENT][NEUTRAL] And we are using that in today's date [PII] as our reference.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for contacting us too.