AccountId: 011433970860
ContactId: 2f0b3942-880f-41f7-a3aa-7861e6edc0eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131580 ms
Total Talk Time (AGENT): 61968 ms
Total Talk Time (CUSTOMER): 57180 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/2f0b3942-880f-41f7-a3aa-7861e6edc0eb_20250313T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Matthews View Medical Group billing office, and I'm calling to verify, uh, coverage for a patient that presented APL for an insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02573216.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. [PII], I can help you with that eligibility for [PII]. I am showing his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] OK, alright, so there is a primary care office visit, uh, coverage as secondary insurance.
[AGENT][NEUTRAL] So the only services covered in a doctor's office would be for cancer treatment.
[AGENT][NEGATIVE] Just for a sick office visit is not covered.
[CUSTOMER][NEUTRAL] OK, so uh.
[CUSTOMER][NEUTRAL] OK, alrighty, that's what I needed to know because, yeah, because I was seeing that on the on the insurance card presented, um, can I get a call reference number please?
[AGENT][POSITIVE] The call reference number is my name and today is state, and I spell my name [PII]. It was such a pleasure to assist you with that eligibility, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be it and I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL [PII] have a wonderful day.
[CUSTOMER][NEUTRAL] Uh huh you also alright bye bye.
[AGENT][POSITIVE] Thank you, bye bye.