AccountId: 011433970860
ContactId: 4ef99791-75b4-44cf-950a-cfe0aabf2d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168279 ms
Total Talk Time (AGENT): 85578 ms
Total Talk Time (CUSTOMER): 56312 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/4ef99791-75b4-44cf-950a-cfe0aabf2d24_20250214T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling from Nova Medical Group. I'm trying to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, yeah, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 02580944.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a, it's a limited indemnity medical plan, so no co-pay, deductibles or um authorization required just pays a set dollar amount per covered procedure or um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Office is in.
[CUSTOMER][NEUTRAL] And if the network multiplay?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And I just need to um
[CUSTOMER][NEUTRAL] Is there a payer ID?
[AGENT][NEUTRAL] Yes, uh, it is 60801.
[CUSTOMER][NEUTRAL] OK, and is the claim address um [PII] [PII]?
[AGENT][NEUTRAL] That is for um so if you've got the card for uh 90 degrees, that's for them we do have a separate one for us uh let me know when you're ready and I can give that to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and we and uh is that addressed to APL?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, and you said [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Alright, and may I get a reference number for this call, please?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you very much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.