AccountId: 011433970860
ContactId: 74d7668d-6925-4242-bc35-948ab0472e4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140919 ms
Total Talk Time (AGENT): 65775 ms
Total Talk Time (CUSTOMER): 71380 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/74d7668d-6925-4242-bc35-948ab0472e4e_20250328T13:40_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Doctor [PII]'s office cardiology. I would like to know eligibility on a patient for a secondary insurance.
[AGENT][NEUTRAL] If, if we have a patient for secondary insurance or?
[CUSTOMER][NEUTRAL] No, no, no, I'm calling to verify eligibility on a patient.
[AGENT][NEUTRAL] Eligibility. Yes, of course, I can certainly help with eligibility. You, what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, policy number is 01659812.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Double L
[AGENT][NEUTRAL] And his date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you. Um, so this policy went into effect on [PII]. It is active. Would you like to know about any of the benefits of the secondary insurance, the outpatient, the inpatient?
[CUSTOMER][NEUTRAL] Yes, because, yeah, I'm calling for a cardiologist's office visit. It's a regular office visit. He has a copay with his uh primary insurance of $60. I would like to know if it is covered by the secondary.
[AGENT][NEUTRAL] Yeah, so what the policy does is it pays for 4 office visits per calendar year. We will pay up to $25 for a regular physician or $50 for a specialist. Um, that's just a verification of the benefits, not a guarantee of payment. It doesn't look like he's used any of those benefits this year, so that would be available. Um, you just file through his regular insurance person than us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. That's what I need to know. uh, let me ask you something else. You say your name is?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII], uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], um, can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, my, it's my name and today's date.
[CUSTOMER][POSITIVE] On today's date. OK, got it. Thank you very much for your help. OK, I appreciate that. Thank you.
[AGENT][NEUTRAL] OK, well, there's nothing else I can help with. Thanks for contacting API.