AccountId: 011433970860
ContactId: 4d91e225-f19f-4679-83e2-493d1d2784fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136940 ms
Total Talk Time (AGENT): 70366 ms
Total Talk Time (CUSTOMER): 54462 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4d91e225-f19f-4679-83e2-493d1d2784fb_20250107T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name. What was your name?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and the last initial is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, are you saying easy? It's like I.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I'm calling from Titlines Health Tidenos Health trying to verify coverage for a member.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] On the card, the policy number is 02521740, Mr. [PII].
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] What the
[CUSTOMER][NEUTRAL] There's nothing in there.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK. For treatment provided in the office, we cover up to $200 per day and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and do you know what the copay would be?
[AGENT][NEUTRAL] Um, no, ma'am. That will come from the primary insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, he has 2 coverage but OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, you did just fine thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling ATL. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank thank you have a great day you too hon, thanks.
[AGENT][NEUTRAL] Mm.