AccountId: 011433970860
ContactId: 13613c69-f927-4200-8c33-98bd6d31e827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144380 ms
Total Talk Time (AGENT): 67138 ms
Total Talk Time (CUSTOMER): 73243 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/13613c69-f927-4200-8c33-98bd6d31e827_20250520T13:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. Yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] and I'm calling from Doctor [PII]'s office. I'm calling to see if this patient has in-office benefits for a colposcopy done in the office.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name again and a good callback number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. May I need the policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy number is 01817235.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] 01817235
[CUSTOMER][NEUTRAL] Who is that?
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And you said you need to verify benefits for services provided in the office?
[CUSTOMER][NEUTRAL] For in office surgery, no, no, no, no, in office surgery in a specialist's office.
[AGENT][NEUTRAL] OK, I'm showing that under this policy, all services provided in office, including surgeries, if it's done in a provider's office, it's only covered up to $25.
[CUSTOMER][POSITIVE] Always ready to be here.
[CUSTOMER][NEUTRAL] Only up to $25. OK, can I have a reference number for this please? and a specialist, OK.
[AGENT][NEUTRAL] Yes, ma'am, after the primary insurance.
[AGENT][NEUTRAL] Um, yes, for
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, for the
[CUSTOMER][NEUTRAL] Can I have a um a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, my name is also [PII]
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh, that I've spoken to you before, [PII] OK, go ahead. And the today's date, which is
[AGENT][NEUTRAL] Mhm. And last initial is [PII] and today's date. Mhm.
[CUSTOMER][POSITIVE] Alright, so today is [PII]. OK, thank you so much bye bye.