AccountId: 011433970860
ContactId: 873d95a7-5d24-4e63-aa33-ea6e7e69d4f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168399 ms
Total Talk Time (AGENT): 94401 ms
Total Talk Time (CUSTOMER): 57759 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/873d95a7-5d24-4e63-aa33-ea6e7e69d4f3_20250130T13:32_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII].
[CUSTOMER][NEUTRAL] This is [PII] calling from Broadway Urology.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Mhm. Good morning, [PII].
[CUSTOMER][NEUTRAL] I'm calling to check benefits. Good morning. I'm just calling to check benefits and eligibility for one of our patients.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility and benefits [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have um 02338874, the letter M like Mary, L like Larry, and then 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Sorry, I'm trying to get his policy pulled up. Bear with me just one quick second.
[CUSTOMER][POSITIVE] Sure, that's fine. Thank you.
[AGENT][POSITIVE] Here we go, thank you. I appreciate your patience. I am showing that [PII]'s policy is active. Effective date is 5-1-2023.
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] And what type of benefits are you needing for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to verify, what are they cover for the from the primary?
[AGENT][NEUTRAL] Is it what for what type of service?
[CUSTOMER][NEUTRAL] It's an um ultrasound that have been done in the specialist's office?
[AGENT][NEUTRAL] In the office? All right, thank you. He does have coverage for diagnostic testing in a doctor's office. That benefit amount is $750 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment. Now, the office visit co-pay is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the office visit cope is not covered only the procedure.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] I mean the diagnostic testing, sorry, done in office. OK, perfect. All right, sounds good. Looks like that's all I needed to um to check in. Is there a car reference number?
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name [PII].
[AGENT][POSITIVE] And it's been such a pleasure to assist you today, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you, [PII], bye-bye.