AccountId: 011433970860
ContactId: 0af9e7bc-3d2e-4ef2-b72a-32b0cecd801f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133250 ms
Total Talk Time (AGENT): 44229 ms
Total Talk Time (CUSTOMER): 67656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0af9e7bc-3d2e-4ef2-b72a-32b0cecd801f_20250508T21:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Give you our medical
[CUSTOMER][POSITIVE] Hi, good afternoon. I'm so sorry can you repeat your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] [PII], and can I get the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hi, my name is [PII]. The initial to my last name is [PII] I'm calling from the provider's office. It's called Ortho Now and [PII]. Do you need a tax ID or anything?
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] I do policy number 02571019.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. It's gonna be [PII] and then the last name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised verification of coverage is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And are you calling for claim status or benefits?
[CUSTOMER][NEUTRAL] Um, so just calling for general benefits. I just wanted to see if you guys cover for his copay from the primary insurance.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Um, and I do show the policy is active. Effective date is [PII]. Now this policy only covers for treatment and procedures at the visit. It would not, um, cover the co-pay associated with the physician's charges.
[CUSTOMER][NEUTRAL] Oh OK, so not the copy for the for the visit?
[AGENT][NEUTRAL] No, but any treatment or procedures that he's built for that would be covered.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see, OK, um, I mean, because he's just coming for like a first time office visit, so I mean I'm not sure necessarily like what treatment specifically he'll be getting, I mean.
[CUSTOMER][NEUTRAL] Um, so I mean, yeah, I just, you guys wouldn't cover for the co-payment regardless, OK.
[CUSTOMER][NEUTRAL] Alrighty and then the reference for this call is your name and today's date.
[AGENT][POSITIVE] That's so correct. Thank you. Yes.
[CUSTOMER][POSITIVE] Oh thank you alrighty have a great day.
[AGENT][POSITIVE] You too, thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.