AccountId: 011433970860
ContactId: 181167be-cec5-447c-84a0-1d6de4475956
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87569 ms
Total Talk Time (AGENT): 39697 ms
Total Talk Time (CUSTOMER): 32689 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/181167be-cec5-447c-84a0-1d6de4475956_20250211T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Memorial Cardiac Services. I'm trying to verify if the patient plan is active and do they cover copayments for testing in office?
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the eligibility and benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure it is um 01902299 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And we do pay towards the copay, the deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, bye bye.