AccountId: 011433970860
ContactId: f3403378-76b3-4cee-ab39-3fa83529a268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141119 ms
Total Talk Time (AGENT): 56721 ms
Total Talk Time (CUSTOMER): 52161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f3403378-76b3-4cee-ab39-3fa83529a268_20250623T15:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] I'm calling from Nicklas Children West Kendal Urgent Care. How are you?
[AGENT][NEUTRAL] Yes, I'm fine how are you?
[CUSTOMER][NEUTRAL] Good, and yourself?
[AGENT][NEUTRAL] That's fine. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a patient that I needed to verify the eligibility of um the insurance.
[AGENT][NEUTRAL] Yes, I can help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] So I have here 016.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] MI I think.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Their policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary gap insurance?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, they don't have anything like um copay or anything, right? This is just.
[AGENT][NEUTRAL] Well, there's, there is.
[CUSTOMER][NEUTRAL] For outpatient?
[AGENT][NEUTRAL] It's for outpatient hospital. Now, it, it's, uh, the benefits are also for treatment within a physician's office.
[AGENT][NEUTRAL] Um, we will pick up the deductible to co-insurance up to $1500 for treatment within a physician's office, and that's just the verification of the benefits, not a guarantee of payment, but, uh, the office visit co-pay is not covered.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The treatment is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to know where to send your, uh, your claim or is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, that was all. I just wanted to verify.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ATL. You have a very good morning.
[CUSTOMER][NEUTRAL] Do you have a