AccountId: 011433970860
ContactId: 71e53539-1fbe-4ebe-98e9-879fe37fa62f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308269 ms
Total Talk Time (AGENT): 55677 ms
Total Talk Time (CUSTOMER): 77293 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/71e53539-1fbe-4ebe-98e9-879fe37fa62f_20250605T19:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], calling on behalf of the Mgen Support Plus program on a recorded line for training and quality assurance. I'm calling to verify medical benefits for patient [PII], who is a mutual patient of Dr. [PII].
[CUSTOMER][NEUTRAL] I am calling to verify benefits for Prolia with code J0897 and admin code 96372 for diagnosis code M81.0 administered in a specialist office. But first, do you have any questions about the patient or provider for me?
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you?
[CUSTOMER][NEUTRAL] My direct callback number is [PII]. No extension is required.
[AGENT][NEUTRAL] OK, thank you. um, do you have the policy number?
[CUSTOMER][NEUTRAL] The patient's ID number is 01936871.
[AGENT][NEUTRAL] OK, and can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So I can't look up specific codes. This is a secondary medical policy designed to help with co-pay, deductible and co-insurance.
[AGENT][NEUTRAL] Was this uh outpatient or inpatient?
[CUSTOMER][NEUTRAL] Could you spell out your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What is the policy effective date?
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Outpatient service in a specialist office. Billing professional.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][POSITIVE] Sure. No problem.
[AGENT][NEUTRAL] Alright, and then of course verification of coverage is not guarantee of payment for claims for this policy office visits are not covered how treatment received in office could be.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What is the plan name?
[AGENT][NEUTRAL] Made
[CUSTOMER][NEUTRAL] Can you spell that, please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What type of plan is this?
[CUSTOMER][NEUTRAL] What type of plan is this?
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What type of plan is this?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] What type of plan is this?