AccountId: 011433970860
ContactId: 1d3eb646-4c3c-428a-a155-ff93e0afdbfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151479 ms
Total Talk Time (AGENT): 60009 ms
Total Talk Time (CUSTOMER): 44990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1d3eb646-4c3c-428a-a155-ff93e0afdbfb_20250103T14:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] from Acadiana practitioners, I need to verify uh eligibility on a patient.
[AGENT][NEUTRAL] OK, I'm sorry, the phone cut out. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] from Acadiana Practitioners.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02485421.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who was her patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes, on checkout ability.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so for physician visits, is that covered?
[AGENT][NEUTRAL] Is it just for just a regular office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on just a moment and I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. Office visit or anything in the doctor's office is not covered.
[CUSTOMER][NEGATIVE] Of this is not covered.
[AGENT][NEUTRAL] No, ma'am. Only for outpatient inpatient facilities.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now we're rural health would that be considered outpatient?
[AGENT][NEUTRAL] Um, is it gonna be like 72 place of service?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. No, ma'am, it would be under office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you very much for your time.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.