AccountId: 011433970860
ContactId: 757daac7-dd04-424b-8a37-b7936b644bc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120440 ms
Total Talk Time (AGENT): 53102 ms
Total Talk Time (CUSTOMER): 49130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/757daac7-dd04-424b-8a37-b7936b644bc4_20250331T12:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Carolina Women's Health. I'm just calling to verify benefits for one of our patients.
[AGENT][NEUTRAL] OK. And so is this in a specialist office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number and I get call back number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, so the phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 024.
[CUSTOMER][NEUTRAL] 56419.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, so our patient is [PII].
[CUSTOMER][NEUTRAL] Her the insured is [PII], um.
[AGENT][NEUTRAL] And [PII]'s date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So we're checking eligibility and then service in a specialist office. I'm showing the effective date of [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And under this policy, the, the physician visit fee is not covered. Um, there is a treatment writer under this policy, um, which can be covered charges can be considered under the outpatient benefit. And did you want that benefit or were you just needing the co-pay amount, the physician visit fee?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, just the copay amount.
[AGENT][NEUTRAL] Yeah, so the, the doctor's office fee is not covered by this plan.
[CUSTOMER][NEUTRAL] Or the not.
[CUSTOMER][NEUTRAL] So the visit wouldn't be covered? Or?
[AGENT][NEUTRAL] Anything else?
[AGENT][NEGATIVE] The co-pay is not covered.
[CUSTOMER][NEGATIVE] Copay is not covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Alright, well that's all, no, that's all.
[AGENT][POSITIVE] All righty. Thank you for calling APL [PII], have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] Mm