AccountId: 011433970860
ContactId: 805d9a1c-db01-43f3-bbc7-f229b79bfcce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135110 ms
Total Talk Time (AGENT): 67182 ms
Total Talk Time (CUSTOMER): 40249 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/805d9a1c-db01-43f3-bbc7-f229b79bfcce_20250514T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. Um, we have a patient who's having an office procedure, and I wanna know if you guys pick up his deductible and cover the procedure.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] I'm 60801.
[AGENT][NEUTRAL] So that's our, our payer ID. Go ahead.
[CUSTOMER][NEUTRAL] Is it 0 02.
[CUSTOMER][NEUTRAL] 026
[CUSTOMER][NEUTRAL] 13016 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And for
[AGENT][NEUTRAL] So the this is the secondary policy. So this policy doesn't have any coverage for the office setting. Um, it's only for inpatient, um, after admission and then outpatient, so like the urgent care, emergency room, outpatient surgeries, um, but there's no coverage for the office setting.
[CUSTOMER][NEUTRAL] Oh, OK, so it doesn't cover in office procedure?
[AGENT][NEGATIVE] It doesn't cover anything in office.
[CUSTOMER][NEUTRAL] OK, can I have your name and a reference number?
[AGENT][NEUTRAL] Sure, my name is [PII] my [PII] name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it have a good day.
[AGENT][POSITIVE] Alright, thanks for calling APL you also. Bye-bye.