AccountId: 011433970860
ContactId: 91140029-4e24-483a-9a13-e61230f3f375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174770 ms
Total Talk Time (AGENT): 65667 ms
Total Talk Time (CUSTOMER): 60491 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/91140029-4e24-483a-9a13-e61230f3f375_20250103T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a cardiologist's office. I need to verify a patient secondary. I just need to see if it covers a co-pay or deductible.
[AGENT][NEUTRAL] OK, I can help you, [PII]. One moment.
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] And what's the policy number [PII]?
[CUSTOMER][NEUTRAL] Policy number is 01699643M as in Mark L as in Larry and the number 8.
[AGENT][NEUTRAL] And then what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you said that you're checking eligibility?
[CUSTOMER][NEUTRAL] Eligibility and also I wanted to know if the patient was covered for any kind of office visit co-pay or deductible.
[AGENT][NEUTRAL] OK. Let me give you the current policy number, the one you provided is no longer active. The current uh-huh, the current policy number is 2473361.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And let's see, I do show that the policy is active at this time, and you said for office visits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, um, do you know what the chief complaint is?
[CUSTOMER][NEUTRAL] Um, I'm not too sure. I think it's just a follow up. I think it was here about 4 months ago.
[AGENT][NEUTRAL] For, do you know what the diagnosis is?
[CUSTOMER][NEUTRAL] Uh, let me see if I can maybe pull up the notes. Give me one quick.
[AGENT][NEUTRAL] OK. All right. There is no office visit benefit under the policy unless it is a cancer diagnosis.
[CUSTOMER][NEUTRAL] Oh, I see. OK. So in, in this case, regardless of the fact, I don't think there's any cancer diagnosis, so.
[AGENT][NEUTRAL] OK, so it's not a covered item under the policy?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, OK, perfect. Thank you so much. What was your name again?
[AGENT][NEUTRAL] It's [PII]. You'll use my name and today's state as your reference. [PII], first initial last name is [PII] and any other questions?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.