AccountId: 011433970860
ContactId: 59c33f33-9fc8-4c67-986a-b7c2a42ad464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132699 ms
Total Talk Time (AGENT): 57650 ms
Total Talk Time (CUSTOMER): 72766 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/59c33f33-9fc8-4c67-986a-b7c2a42ad464_20250429T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Tulsa Paint Consultants.
[CUSTOMER][NEUTRAL] No one to verify eligibility for a patient, be a new patient for us.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Yeah. Happy to verify eligibility. What's your policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is 01780461.
[AGENT][NEUTRAL] Alright, let me pull that up here.
[CUSTOMER][NEUTRAL] Get out
[CUSTOMER][POSITIVE] Yeah, I love that it's one of my favorites.
[CUSTOMER][NEUTRAL] It is such a hard course but it's so beautiful out there.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. So, patient is active. Effective date on here is [PII]. We're the member's secondary insurance and so this covers really a deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to pick up
[CUSTOMER][NEUTRAL] OK, does it need authorization for like steroid injections that we do here in our office?
[AGENT][NEUTRAL] No, no prior authorization is required. Um, it looks like their outpatient benefits for the year are a max of 2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Is there uh there's no copay, right? or secondary.
[AGENT][POSITIVE] Yes ma'am, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me just look in here.
[CUSTOMER][NEUTRAL] OK, I just need uh your name and a reference number please.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Going down there and
[CUSTOMER][POSITIVE] Alrighty thank you so much appreciate it sir. All right, bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] Ah, bye bye.