AccountId: 011433970860
ContactId: 2083498f-f4de-42de-872b-ce74dffca184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184279 ms
Total Talk Time (AGENT): 61151 ms
Total Talk Time (CUSTOMER): 73635 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2083498f-f4de-42de-872b-ce74dffca184_20250527T18:35_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at uh Cocoa Beach Family Medicine. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Good, good, good, thank you for asking um so.
[CUSTOMER][NEUTRAL] I am calling to verify a patient's insurance please this is for medical. I don't know if I have the right line.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02622428
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII], date of birth.
[CUSTOMER][NEUTRAL] Bear with me a minute.
[CUSTOMER][NEUTRAL] I don't wanna step away from this card too much hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment, and you show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] And where will treatment take place?
[CUSTOMER][NEUTRAL] Cocoa Beach Family Medicine Doctor [PII].
[AGENT][NEUTRAL] So this is an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show patient does have 4 office visits per calendar year with the benefit amount of $50 per visit.
[CUSTOMER][NEUTRAL] So $50 copay.
[AGENT][NEUTRAL] No, that's his benefit amount, so anything over [PII] would be his responsibility.
[CUSTOMER][NEUTRAL] Oh, his benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So office visits 4 office visits per year?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And the 50 and the $50 so explain that to me again please.
[AGENT][NEUTRAL] That is his benefit amount that's how much we pay, so anything over that it's gonna be his responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] So he is, he, he is active as of right now and he's he's, uh, paid in full.
[AGENT][NEUTRAL] You said paid in full. I'm sorry.
[CUSTOMER][POSITIVE] He's he's paid his premium, so he's good right now.
[AGENT][NEUTRAL] What now?
[AGENT][NEUTRAL] Yes, his policy is active.
[CUSTOMER][NEUTRAL] OK, OK, alright then, and your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] OK appreciate your time [PII] have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.