AccountId: 011433970860
ContactId: 7c2b8a84-823b-4338-80e4-0e059b724bad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130889 ms
Total Talk Time (AGENT): 73176 ms
Total Talk Time (CUSTOMER): 40899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7c2b8a84-823b-4338-80e4-0e059b724bad_20250113T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Did you say Evie?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, my name is [PII]. I'm calling from McCloud Cardiology Associates. You just need to verify patient's eligibility.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 01979941
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's the office it was done in the office.
[AGENT][NEUTRAL] OK, for treatment provided in the office, we cover up to $1000 per occurrence, and that's for the coinsurance and the deductible after the primary insurance processes the claim. So the copay is not covered, but the coinsurance and deductible is covered up to $1000 per occurrence.
[CUSTOMER][NEGATIVE] OK, so if they have like this patient has primary insurance and Blue Cross process and they applied a $40 copay, you guys would not cover that.
[AGENT][NEUTRAL] Um, no, ma'am, because it was done in my office.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Thank you so much. Is there a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it. I thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APO. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you.