AccountId: 011433970860
ContactId: 02c0a6ac-47f6-489b-8f75-6c54db352469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216270 ms
Total Talk Time (AGENT): 72099 ms
Total Talk Time (CUSTOMER): 95573 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/02c0a6ac-47f6-489b-8f75-6c54db352469_20250128T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, please allow one moment to connect this call.
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. That is spelled [PII] Last initial is [PII]. I'm calling from Genentech Aa Solutions at the request of the doctor and on behalf of the patient on the line that may be recorded for quality and training purposes. Um, can I get your name, please?
[AGENT][NEUTRAL] It's [PII] and you said [PII], you're calling on behalf of the provider's office?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling at the buyer's office.
[AGENT][NEUTRAL] OK. My name is
[AGENT][NEUTRAL] My name is [PII] last name [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and how can I help you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm trying to verify patient eligibility benefits for a drug infusion today.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 01972971.
[AGENT][NEUTRAL] OK, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, call back phone number here at Exa Solutions is [PII]. I don't have an extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. So we'll provide you with the eligibility benefit. Is this being done in an office setting or outpatient facility hospital setting?
[CUSTOMER][NEUTRAL] Uh this is gonna be done office setting specialist.
[AGENT][NEUTRAL] OK, OK, so the policy effective date is [PII] policy is active at this time. Let me check the benefits and I can assist with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And what's the chief complaint?
[AGENT][NEUTRAL] For the diagnosis?
[CUSTOMER][NEUTRAL] Uh, it's actually, um, multiple sclerosis. It's uh G35 for the diagnosis.
[AGENT][NEUTRAL] OK, so for treatment in the office I'm not showing that it is covered under this policy.
[CUSTOMER][NEUTRAL] Understood.
[CUSTOMER][NEUTRAL] OK. Um, OK, understood. Um, does this policy coordinate with any other, uh, insurance for coverage at all?
[AGENT][NEUTRAL] This, this, this is a meddling policy, so it's secondary to their major medical plan.
[CUSTOMER][NEUTRAL] Gotcha. OK. But it won't be covering, so it wouldn't matter anyway. OK, got you. Noted. All right. So no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's not covered.
[CUSTOMER][POSITIVE] All right, thank you for that um.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, just like to confirm for this year, I suppose, can I, uh, check if the group numbers have changed at all?
[AGENT][NEUTRAL] Yeah, it's the same policy. What group number do you have?
[CUSTOMER][NEUTRAL] I have 244-84 under Weathers Contracting LLC.
[AGENT][NEUTRAL] It's the same.
[AGENT][NEUTRAL] Those are the same. Uh-huh.
[CUSTOMER][NEUTRAL] It is the same, OK.
[CUSTOMER][POSITIVE] Perfect, thank you then, [PII]. That'll be all for now. Uh, could I get a call reference?
[AGENT][NEUTRAL] You'll use my name in today's date as reference. Um, it's [PII] last name is [PII] and any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, ma'am. That'll be all. Thank you for your time.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.