AccountId: 011433970860
ContactId: 45debf71-a71c-4ef2-b443-33c4e37637fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158720 ms
Total Talk Time (AGENT): 58722 ms
Total Talk Time (CUSTOMER): 45546 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/45debf71-a71c-4ef2-b443-33c4e37637fe_20250421T18:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to confirm patient has um active coverage with you all.
[AGENT][NEUTRAL] Um, hello?
[CUSTOMER][NEUTRAL] Hi, can you not hear me?
[AGENT][NEUTRAL] OK, can you repeat that for me please?
[CUSTOMER][NEUTRAL] Yeah, I was just calling just to confirm the patient has active coverage with you all.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII], and that's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 02341380.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you calling for inpatient or outpatient benefits?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello caller, can you hear me?
[CUSTOMER][NEGATIVE] Oh crap, sorry, can you hear me now?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK, yeah, this mic is crazy, yeah, uh, this is for the provider's office for lab charges.
[CUSTOMER][NEUTRAL] So he went to go see a dermatologist.
[AGENT][NEUTRAL] So was this for an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now I do show with this particular policy, treatment in an office or clinic setting is not covered unless the diagnosis is for cancer.
[CUSTOMER][NEUTRAL] OK, treatment, so you say treatment or what?
[AGENT][NEUTRAL] Treatment in a clinic or office setting is not covered unless the diagnosis is cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, just want to confirm that um, is there a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.