AccountId: 011433970860
ContactId: 560a9286-862d-4798-8688-5d1165acf4ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105739 ms
Total Talk Time (AGENT): 62857 ms
Total Talk Time (CUSTOMER): 39830 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/560a9286-862d-4798-8688-5d1165acf4ac_20250312T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Saint Louis Healthcare Group. I want to verify eligibility and see if you have an electronic payer ID.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEGATIVE] It's not entirely fair.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 01897883.
[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 [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Can you get the
[CUSTOMER][NEUTRAL] you were
[CUSTOMER][NEUTRAL] It's just an office visit.
[AGENT][NEUTRAL] OK, for services provided in the office, we cover up to 3500 per calendar year 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] The girl [PII] are your friends
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, do you have an electronic payer ID for claims?
[AGENT][NEUTRAL] Um, yes, ma'am. The payer ID is 60801.
[CUSTOMER][NEUTRAL] we
[CUSTOMER][POSITIVE] Perfect. OK, thank you that's all I needed.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mm thank you