AccountId: 011433970860
ContactId: 5916bdd7-9da7-4b25-89c1-1666999a2a77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101940 ms
Total Talk Time (AGENT): 44902 ms
Total Talk Time (CUSTOMER): 70655 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5916bdd7-9da7-4b25-89c1-1666999a2a77_20250113T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Valdosta Orthopedic Associates. I need to verify some insurance information on a patient, please.
[AGENT][NEUTRAL] OK, and you said this is a facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02465215.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII] I mean [PII].
[CUSTOMER][POSITIVE] OK fine thank you.
[AGENT][NEUTRAL] OK, thank you for that information and we're checking eligibility and then, uh, outpatient facility benefit.
[CUSTOMER][NEUTRAL] Well, does he have any uh offices that coverage with this plan, or is it just outpatient?
[AGENT][POSITIVE] I can, I can check for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because we're a specialist offices and I just need to know if you had any coverage.
[AGENT][NEUTRAL] So, the only coverage um if in office treatment is for cancer diagnosis.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um, so nothing for an orthopedic, got you, so this is basically for outpatient only?
[AGENT][NEUTRAL] Otherwise, it's not covered. No, ma'am.
[AGENT][NEUTRAL] Now, there's an in-hospital benefit as well, and, and an emergency room benefit as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, and that is all I needed to know thank you so much.
[AGENT][POSITIVE] All right. If no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK you too thank you so much.
[AGENT][NEUTRAL] Bye bye.