AccountId: 011433970860
ContactId: 2992bb77-51cd-4711-b09e-1c3587be660d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123500 ms
Total Talk Time (AGENT): 42890 ms
Total Talk Time (CUSTOMER): 55135 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2992bb77-51cd-4711-b09e-1c3587be660d_20250611T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII] and I'm calling from Doctor [PII]'s office and I have a patient. I need to verify her secondary insurance to see if it does cover her co-pays um for the visit. Um, if you can help me out with that.
[AGENT][POSITIVE] OK, [PII], yes, I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, I have, it says in hospital or outpatient benefitser number. You want the outpatient one?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEUTRAL] OK, 024.
[CUSTOMER][NEUTRAL] 65764 M as in Mary, L as in Larry 8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is active and effective [PII]. And then you said this was for office visit, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold up, give me one moment. It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, OK, so for her policy, is this a specialist or a PCP?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We are a GYN.
[AGENT][NEUTRAL] OK, um, so for specialists, it pays up to $50 per visit, max of 4 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, so she, if let's pretend, so, um, her copay, I think it's 60, so you guys pay 50, so she would just have to pay the 10.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Beautiful. Thank you so much, [PII]. I hope you have a good afternoon.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon too.
[CUSTOMER][POSITIVE] You're welcome. Likewise bye bye.