AccountId: 011433970860
ContactId: 3120c06a-9f07-4e68-80d7-71b2bd8dd40a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120680 ms
Total Talk Time (AGENT): 72907 ms
Total Talk Time (CUSTOMER): 43158 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/3120c06a-9f07-4e68-80d7-71b2bd8dd40a_20250131T19:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Doctor G's office. I have a patient here that has a gap insurance, so I wanted to see if you guys gonna cover her co-payment for her echo, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] Thank you. You did say your name is [PII], correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] All right, thank you. Just wanna make sure I got it right. [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 1480315 ML 8.
[CUSTOMER][NEUTRAL] the same
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I can help you with eligibility and benefits for [PII]. I'm showing her policy is active. The effective date is [PII]. Will that echo be performed in an outpatient facility?
[CUSTOMER][NEUTRAL] It's um, yes, outpatient done in the office.
[AGENT][NEUTRAL] OK, if it is billed as outpatient, it could be covered under her outpatient coverage. Um, if it's billed as
[CUSTOMER][NEUTRAL] It'll be built under office.
[AGENT][NEUTRAL] OK, so it would not be covered if it's billed under uh office setting. Services in a doctor's office are not covered, but she does have the outpatient facility benefits for diagnostic testing.
[CUSTOMER][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] OK, what is, I'm sorry, can I, what can I get your name?
[AGENT][NEUTRAL] Sure, my name is [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you with those benefits, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK ma'am, she said that