AccountId: 011433970860
ContactId: 6116de75-addc-4f7d-ae46-aac7144c2947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181979 ms
Total Talk Time (AGENT): 91736 ms
Total Talk Time (CUSTOMER): 59721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6116de75-addc-4f7d-ae46-aac7144c2947_20250218T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. I, can I provide you with um
[CUSTOMER][NEUTRAL] NPI number?
[AGENT][NEUTRAL] I, I don't need that number. Your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, so I just wanted to verify patients, um, if you guys cover her co-pay, the patient's member ID is 01659498.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, see, give me one moment.
[AGENT][NEUTRAL] OK, I show that policy number you gave terminated on [PII], so when you're ready I can give you the correct policy number or current policy number.
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] 2502518.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective [PII], policy is active, and I apologize, what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] She, she's gonna see the, the specialist?
[CUSTOMER][NEUTRAL] An endocrinologist for tomorrow?
[AGENT][NEUTRAL] OK. Um, not.
[CUSTOMER][NEUTRAL] So we wanted to know because yeah.
[AGENT][NEUTRAL] So you need the benefits for office visits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, not guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance, deductible, co-pay, and or co-insurance. For specialist office visit, the max benefit payable is up to $50 per visit and you have a total of 4 visits per year.
[CUSTOMER][NEUTRAL] $50 per visit.
[AGENT][NEUTRAL] Correct. And they have a total of 4 visits per year. This is for specialist office visit charge.
[CUSTOMER][POSITIVE] OK perfect perfect OK.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, I'm so sorry, hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And can I get the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you'd like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Bye.