AccountId: 011433970860
ContactId: 9bce4d60-9faa-4009-a333-ad7bdb5f5eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133240 ms
Total Talk Time (AGENT): 64200 ms
Total Talk Time (CUSTOMER): 42602 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/9bce4d60-9faa-4009-a333-ad7bdb5f5eac_20250502T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with OU Health Partners calling to check eligibility for a patient.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, so I think I have um.
[CUSTOMER][NEUTRAL] The spouse's policy ID number, but I could be wrong. I have 02170723.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So her card says [PII].
[CUSTOMER][NEUTRAL] Um, date of birth would be [PII].
[AGENT][POSITIVE] OK, thank you. I found her in our system.
[CUSTOMER][NEUTRAL] OK, so that is the correct ID number for her?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's an office visit. Just needed to check to see if she was still active.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that the policy is still active and for services provided in office, we cover up to 5000 per calendar year um for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's all I needed to verify. Thank you so much [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. Since there isn't anything else I can assist you with, I thank you for calling APL and have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] Thanks you as well bye bye.
[AGENT][NEUTRAL] Mm