AccountId: 011433970860
ContactId: 463d4ff0-11bb-468a-a7bf-931efb09fd27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99209 ms
Total Talk Time (AGENT): 54807 ms
Total Talk Time (CUSTOMER): 40866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/463d4ff0-11bb-468a-a7bf-931efb09fd27_20250325T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ETI. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Ponttrain Orthopedics. I'm checking eligibility for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Oh I'm sorry 01912977.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was, let's see, [PII] and the policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Office visit
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to $80,050 per calendar year and that's for the um co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] I don't know about handicapped. I don't know where I go. I don't know. I don't know handicap though. I don't know about that. Handicap. I don't know about handicapped. OK, I'm so sorry. I'm so sorry. So we're good. That's what I needed. Thank you.
[AGENT][POSITIVE] OK. Uh well, thank you for calling APL [PII]. You have a great day. Bye.
[CUSTOMER][POSITIVE] You too baby bye bye.