AccountId: 011433970860
ContactId: 9865d30d-9b6b-4ce1-89e7-4a01dea5f04c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218039 ms
Total Talk Time (AGENT): 78391 ms
Total Talk Time (CUSTOMER): 70084 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/9865d30d-9b6b-4ce1-89e7-4a01dea5f04c_20250114T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I need insurance verification and benefits for PCP.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02541647.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And [PII], can you verify the patient's, uh, name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII] in [PII].
[AGENT][NEUTRAL] Thank you for that information. So we're checking eligibility and then office visit benefit?
[CUSTOMER][NEUTRAL] Yeah, offices and PCPC.
[AGENT][NEUTRAL] OK, so the effective date is [PII]. Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So treatment in a physician's office is covered under the policy, but the physician visit fee is not covered under this policy.
[CUSTOMER][NEUTRAL] OK, you're talking about the copay?
[AGENT][NEUTRAL] Yeah, the co-pay is not covered under the policy, but if there's treatment, covered treatment can be considered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the uh co-pay or whatever you go by?
[AGENT][NEUTRAL] For treatment in the office?
[CUSTOMER][NEUTRAL] No, for the physician.
[CUSTOMER][NEGATIVE] Coverage that's not covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the physician's benefit is not covered. The office visit fee is not covered.
[CUSTOMER][NEUTRAL] OK. So what is, what do I collect for that?
[AGENT][NEGATIVE] I'm a little concerned what you're asking. So if it's not covered, I mean, I don't know what your charge is for the service, but the office visit is not covered, so.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] The physician's visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, may I have a reference number for that please?
[AGENT][NEUTRAL] Sure. You'll use my name in today's date as your reference. It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK, I thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.