AccountId: 011433970860
ContactId: 32f18fec-bdf7-4fef-a679-71720f28917a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117319 ms
Total Talk Time (AGENT): 35272 ms
Total Talk Time (CUSTOMER): 59846 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/32f18fec-bdf7-4fef-a679-71720f28917a_20250619T12:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning, [PII]. Uh, my name is [PII]. I'm calling from Doctor [PII] office, and I'm calling because I would like to know, uh, benefits for specific, uh, CPD codes because, uh, we had a patient that has an appointment with us, uh, today.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. What's the policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, OK, I, I have the inpatient benefit certification number and the outpatient certification number.
[AGENT][NEUTRAL] OK, you can give me either one of either one of those will work.
[CUSTOMER][NEUTRAL] Oh, well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02361159
[CUSTOMER][NEUTRAL] M as Miller, L as Louise.
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Um, the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK. OK. Uh, do you have information about the primary career?
[AGENT][NEUTRAL] We do not. You would have to contact the insured. I don't know who the primary is.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK. OK, OK, miss. Thank you so much. I'm gonna put in contact with the patient right now.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm