AccountId: 011433970860
ContactId: f9b492eb-a74c-485b-8fe3-61cb04da6703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140860 ms
Total Talk Time (AGENT): 71021 ms
Total Talk Time (CUSTOMER): 63686 ms
Interruptions: 4
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/f9b492eb-a74c-485b-8fe3-61cb04da6703_20250513T13:33_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, good morning. My name is [PII]'s last name initial. I'm calling from a provider's office in regards to mutual patients benefits.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, I have 02493395 M for Mary L for Larry number 8.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me uh you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. You said this was for outpatient benefits?
[CUSTOMER][NEUTRAL] Monday
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is for an office visit with a specialist?
[AGENT][NEUTRAL] OK, for office visits, we cover up to $500 per day and that's for, let's see.
[AGENT][NEUTRAL] No, I'm sorry, we cover up to $500 per calendar year and that's for the coinsurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][POSITIVE] Have a good one you too, my dear. Take care, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Is there anything accumulated on the max for the year?
[AGENT][NEUTRAL] Let's see, one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Our.
[AGENT][POSITIVE] Oh, actually, she's used all her benefits. Yes, it's been maxed out for the calendar year.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much for your help you have a good day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.