AccountId: 011433970860
ContactId: fa4abf7f-fc13-49c5-aa23-adc05de3ccd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121470 ms
Total Talk Time (AGENT): 61261 ms
Total Talk Time (CUSTOMER): 53550 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/fa4abf7f-fc13-49c5-aa23-adc05de3ccd8_20250505T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Doctor [PII]'s office. I just wanted to see um the patient's benefits for a specialist office visit.
[AGENT][POSITIVE] All right, I'm happy to look at benefits. Um, do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 233-7102.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] on
[AGENT][NEUTRAL] All right. And then if I could get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This insurance can you get?
[CUSTOMER][NEUTRAL] It's [PII] and the birthday is [PII].
[AGENT][POSITIVE] Thank you so much. So, uh, [PII] is active. The effective date on the member's policy is [PII]. We are the member's secondary insurance, so this covers deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it looks like the members benefit plan is not gonna cover the office visit fee. It will cover in-office treatment and then their outpatient benefit max is 1000 for the year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so for a specialist office visit it doesn't cover the copay, but it covers anything she does inside the office.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can you check if she if she's in network with the doctor?
[AGENT][NEUTRAL] It doesn't require any sort of network because it follows the primary, yeah.
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] OK, and what was your name again sorry?
[AGENT][NEUTRAL] My, my name is [PII], that's [PII] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can I get a call reference number?
[AGENT][NEUTRAL] Call reference is my name. What's today's date.
[CUSTOMER][POSITIVE] OK thank you have a good one.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.