AccountId: 011433970860
ContactId: ec1bdbec-f521-4df8-b73d-d66a1325583a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168589 ms
Total Talk Time (AGENT): 82327 ms
Total Talk Time (CUSTOMER): 49901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ec1bdbec-f521-4df8-b73d-d66a1325583a_20250424T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] with Allergy Partners of the Upstate. I was just trying to verify benefits.
[AGENT][NEUTRAL] OK, and may I have your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the policy number please.
[CUSTOMER][NEUTRAL] It is 02596826.
[AGENT][POSITIVE] Thank you very much. I have that as 02596826. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you much. And you're calling for benefits for outpatient. Will this be done in a physician's office or?
[CUSTOMER][NEUTRAL] Yes, in the office.
[AGENT][NEUTRAL] Facilities. OK, thank you so much. One moment with the benefit for you. Um, she shows an effective date of [PII]. This policy shows active. Um, bear with me please.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We pay up to $1000 per calendar day for covered services. She does have a benefit to help with services inside the office, but not the office visit fee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if she just comes in to get an allergy shot, they'll help with that.
[AGENT][NEUTRAL] It should help with that, yes, we help with our major medical deductible co-pay co-insurance, but it will not cover for the office visit fee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] How does that work? Do they pick up?
[CUSTOMER][NEUTRAL] Well her primary doesn't or a percentage or do you know?
[AGENT][NEUTRAL] Uh, yes, we help. It all depends on how much they apply towards our deductible, co-pay or co-insurance, and we pay on the dollar amount, not percentage, but a dollar amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I guess all the claims.
[CUSTOMER][NEUTRAL] Go to um let me make sure I have this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, in [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and if I could get what was your name? I'm sorry I didn't hear you.
[AGENT][NEUTRAL] Oh, no problem. My name is [PII] and we do not provide reference numbers. Please use my name. Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] All right I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Take care, bye.
[CUSTOMER][NEUTRAL] Bye bye.