AccountId: 011433970860
ContactId: fc635e2e-bca2-4425-8907-b2e3005cc122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133419 ms
Total Talk Time (AGENT): 66742 ms
Total Talk Time (CUSTOMER): 49764 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/fc635e2e-bca2-4425-8907-b2e3005cc122_20250102T18:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling uh from Middleburg Pediatrics, and I just need to get eligibility and benefits on a patient please.
[AGENT][POSITIVE] OK, yeah, I can check out what's really benefits for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] It is 025761777.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Birthday [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And let's see what kinds of uh benefits were we needing to check?
[CUSTOMER][NEGATIVE] Uh, she's just coming in for a sick visit today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, bear with me just a moment. So this is a limited indemnity medical plan, so it just pays a set dollar amount per office visit or procedure. And is this in, uh, it's a physician's office, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims so there.
[AGENT][NEUTRAL] Outpatient sickness benefit for physician's office is $50 is the amount that we would pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, nope, uh, is there a reference number I can get?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] is [PII]
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.