AccountId: 011433970860
ContactId: 21ae90f1-69fb-4e16-8a7c-5dd3b644b5c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282079 ms
Total Talk Time (AGENT): 96366 ms
Total Talk Time (CUSTOMER): 84850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/21ae90f1-69fb-4e16-8a7c-5dd3b644b5c7_20250528T17:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and initial of my last name it is [PII]. I have a medical office assistant calling on a recorded line from the Doctor [PII]'s office, and I am calling in to ask some questions for a patient to check the coverage for 3 separate medications.
[AGENT][NEUTRAL] Coverage for medications. OK, I can help you with the policy. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, thanks for calling back number is [PII].
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] Sure thing. So, the member ID of this patient, give me a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the member's policy number is 02512923.
[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] Sure thing so the member's first name it is [PII].
[CUSTOMER][NEUTRAL] Last name it is [PII].
[CUSTOMER][NEUTRAL] And the date of birth of this patient that is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And let me take a look and see, so you said you're wanting to know the coverage for 3 prescriptions?
[CUSTOMER][NEUTRAL] Yep, for 3 separate medications. But first, can you confirm that this patient is either under a government plan or a commercial plan?
[AGENT][NEUTRAL] Neither. This is a secondary supplemental gap insurance policy.
[CUSTOMER][POSITIVE] Alright excellent.
[AGENT][NEUTRAL] Um, hold on one moment for me though.
[CUSTOMER][NEUTRAL] OK. And when you're ready for this medication. Um, hold on one moment for me.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why isn't this all in one place? Just make a med link card. Where is it's about.
[AGENT][NEUTRAL] time to find the stuff.
[AGENT][NEUTRAL] No, it's um.
[AGENT][NEUTRAL] Let me look like this.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for the wait. The reason I was hesitant is because I was looking through the, the policy's coverage. Um, first, just for the call, all the information provided is a verification of benefits, not a guarantee of payment, but for the secondary insurance, this, this policy doesn't have any medication coverage.
[CUSTOMER][NEUTRAL] Alright, so no insurance coverage, Roger that. Just give me one sec.
[CUSTOMER][NEUTRAL] But just to double confirm, this patient has no.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No medicine coverage, correct?
[AGENT][NEGATIVE] Right, there are no benefits for medication on their secondary policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, that's the case, so thank you so much for your assistance. Can you also provide me with your first name, the initial of your last name, and the reference code for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, which is [PII], [PII] and today's date.
[CUSTOMER][POSITIVE] Alright [PII], thank you so much for your assistance. Have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, you did wonderful thank you so much for your assistance.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.