AccountId: 011433970860
ContactId: ec0a12ca-1453-430b-84d2-e98aea98bfbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203460 ms
Total Talk Time (AGENT): 104144 ms
Total Talk Time (CUSTOMER): 66853 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/ec0a12ca-1453-430b-84d2-e98aea98bfbb_20250328T15:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon. I'm calling to get um benefits for an upcoming exam a patient is having.
[AGENT][POSITIVE] Yes, I can help with benefits, and with whom am I speaking, please?
[CUSTOMER][POSITIVE] My name is [PII].
[AGENT][POSITIVE] [PII], thank you. What is that policy number [PII] that we're looking at today?
[CUSTOMER][NEUTRAL] It is 021, 02413524.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Let me spell the last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII], sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let's see, so the, let me just go over the number again. It's um 024, excuse me, 02413524. Is that
[CUSTOMER][NEUTRAL] Mm, no. It's 02415324.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need a callback number please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. It looks like their policy went into effect on [PII]. It is active. Now, for um
[AGENT][NEUTRAL] The only thing that in the physician's office that would, it would cover would be the office visit. Um, anything else is outpatient hospital? Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, for those. Outpatient hospital is what I need.
[AGENT][NEUTRAL] We will pick up the deductible, co-payment or co-insurance up to $500 per occasion. That's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And it looks like the last time that she used this, yeah.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sorry, when you say pickup deductible, so she's covered only for $500 a day?
[AGENT][NEUTRAL] Uh $500 per occasion.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Per practic so what what you're saying is per exam, correct?
[AGENT][NEUTRAL] Well, it's, uh, the, um, occasion, uh, it's for, for whatever occasions that she is going. Let's just say that she went, um, because she is pregnant. Uh, she would have, uh, we would pay up to $500 for that occasion for that, for, for the pregnancy. And then, uh, it, it, it renews every 90 days. So she could have multiple occa you know, she could have like a, a, a pregnancy or um uh hypertension, something like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, it would, she could have multiple events, uh, at the same time, but we'll only pay $500 per occasion. So it's not per exam, it's, it's, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK got it alrighty.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I have the initial to your last name?
[AGENT][NEUTRAL] It's [PII] and we're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] OK, thanks for contacting you have a.