AccountId: 011433970860
ContactId: 132c7bfd-ad50-4683-9fba-15ce1700405e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153289 ms
Total Talk Time (AGENT): 79859 ms
Total Talk Time (CUSTOMER): 27678 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/132c7bfd-ad50-4683-9fba-15ce1700405e_20250423T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling to verify if a patient is eligible for benefits.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 11448847 [PII].
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK thank you and just let me advise you that verification of coverage does not guarantee payment of claims, and she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her new policy number. Mhm. It is 01452808.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient um ultrasound in an office setting.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to.
[AGENT][NEUTRAL] We cover up to 1000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[AGENT][NEUTRAL] And I'm sorry, that was 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, and uh reference number for that?
[AGENT][NEUTRAL] Um, the reference number is my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No thank you you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.