AccountId: 011433970860
ContactId: 5e935143-7916-4740-987f-37498ddf7edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128679 ms
Total Talk Time (AGENT): 38979 ms
Total Talk Time (CUSTOMER): 62877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5e935143-7916-4740-987f-37498ddf7edc_20250623T15:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling um to verify eligibility on a patient on uh as a secondary insurance.
[AGENT][NEUTRAL] OK. No, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] No, I don't I.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It is policy number, let's see, 02611395.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] De los Muuros.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] He's here to see the specialist, the cardiology, and he has a copay with the primary. I would like to know if the copay for office visit will be covered by the secondary insurance.
[AGENT][NEUTRAL] OK, so is it just an office visit today?
[CUSTOMER][NEUTRAL] Yes, it's, it's an office visit today, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if it is active.
[AGENT][NEUTRAL] Uh, policy is active and effective for [PII].
[AGENT][NEUTRAL] Um, this is not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, for his benefits, it just pays for outpatient services, so it wouldn't pay for an office visit.
[CUSTOMER][NEUTRAL] It won't pay for office visit. I need it, but uh I just wanna be sure that, uh, yeah, it won't pay for office visit. OK, got it. Thank you very much for your help. Um, can I get a reference number of this call?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK. Any
[AGENT][NEUTRAL] Reference number is my name, [PII], first initial to last name [PII], and today's date. Anything else I can help with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no, that will be it. Thank you very much, OK.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.