AccountId: 011433970860
ContactId: 7de3dd72-4edc-4df3-9198-3726c1794f71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146759 ms
Total Talk Time (AGENT): 61770 ms
Total Talk Time (CUSTOMER): 29171 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7de3dd72-4edc-4df3-9198-3726c1794f71_20250326T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Florida Women's Care Laboratory. I was just calling to check eligibility for a patient and see if our lab is in network with your clinic.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and network information. And um you said your name is, I'm sorry, can you repeat it?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Is [PII] option one.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02013326ML8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Moment.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] All right. And let me look at the benefits. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] She does have independent lab benefits.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And um this is a secondary, so there's no network, we follow primary.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Any other questions?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too.