AccountId: 011433970860
ContactId: 258620aa-968b-4b74-9c9c-a322f7b5543a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189050 ms
Total Talk Time (AGENT): 61062 ms
Total Talk Time (CUSTOMER): 41149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/258620aa-968b-4b74-9c9c-a322f7b5543a_20250508T19:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the nephrology and I'm calling to verify this patient's insurance.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have 0.
[CUSTOMER][NEUTRAL] 02619700
[AGENT][NEUTRAL] Thank you one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is April, uh, he is active on the policy. And what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] OK, and then this is
[CUSTOMER][NEUTRAL] Um, medical office offices for his kidney specialist.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] So it would be a specialty office.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, office visits are covered on the policy, um, not a guarantee of payment, just verification and coverage. The max payable is up to $100 per visit and they have a total of 3 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, and then can I get a confirmation number please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Which what is your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][NEUTRAL] Bye.