AccountId: 011433970860
ContactId: 8af97ea4-f5b8-43f6-9cc9-c6210a251d93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369040 ms
Total Talk Time (AGENT): 129575 ms
Total Talk Time (CUSTOMER): 107655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8af97ea4-f5b8-43f6-9cc9-c6210a251d93_20250218T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, [PII] I'm calling you from Doctor [PII]'s office. Can I provide you the NPI number?
[AGENT][POSITIVE] Uh yes ma'am, you can.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry?
[AGENT][POSITIVE] Yes, you can provide that for me.
[CUSTOMER][NEUTRAL] Yes, so the MPI is 1689659096.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your name again? Did you say [PII]?
[CUSTOMER][NEUTRAL] It, uh, that's the doctor's name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Oh, OK, what's your.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and then how can I help you today?
[CUSTOMER][NEUTRAL] OK. So, um, the, I have a patient, she's coming in tomorrow. I just wanted to verify with you, um, if
[CUSTOMER][NEUTRAL] If you guys cover the $50 co-pay she has.
[AGENT][NEUTRAL] OK, um, first let me pull up the patient's benefits for you. I can help you with the benefits. Um, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So her policy number, it's 01659498.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] OK, let me get that policy pulled up for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is um lapsed. It lapsed on [PII], so it's no longer active. Let me check to see if she does have an active policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She does. Let me give you that policy number.
[CUSTOMER][NEUTRAL] The patient told me
[CUSTOMER][NEUTRAL] Oh OK, OK, OK.
[AGENT][NEUTRAL] It's 250.
[CUSTOMER][NEUTRAL] So she has
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] 2518.
[CUSTOMER][NEUTRAL] 2502.
[AGENT][NEUTRAL] 518.
[CUSTOMER][NEUTRAL] I'm sorry, I could barely hear you.
[AGENT][NEUTRAL] It's 2502518.
[CUSTOMER][NEUTRAL] 2502518
[AGENT][NEUTRAL] Yes, and the effective date of the policy is [PII].
[AGENT][NEUTRAL] It's just to verify her coverage is not a guarantee of payment um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] She has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][POSITIVE] It helps with deductible copay and co-insurance.
[AGENT][POSITIVE] She does have an outpatient benefit.
[CUSTOMER][NEUTRAL] I'm sorry. I, it's just.
[CUSTOMER][NEGATIVE] I'm sorry, it's just I could barely hear you. The, the line is cutting off a lot.
[AGENT][POSITIVE] Oh no, OK. I'm sorry about that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hold on real quick, let me see if I can adjust it.
[CUSTOMER][NEUTRAL] Can you repeat that again?
[AGENT][NEUTRAL] Yes, she has an outpatient her calendar year of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she, um, it does deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] [PII] and 500 $250?
[AGENT][NEUTRAL] No, 2500.
[CUSTOMER][NEUTRAL] Oh, outpatient, so it's an outpatient coverage, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And coinsurance, OK, so she does, does cover it. OK, and um has she met any?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Give me just a sec.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That thing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] Nothing has been met, OK.
[CUSTOMER][POSITIVE] OK, perfect, OK.
[CUSTOMER][POSITIVE] OK, no problem, perfect, perfect. OK, thank you so much and what's the reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] You can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] [PII] and I, correct?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] You're very welcome. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.