AccountId: 011433970860
ContactId: 9df2099b-2da9-44bf-adb0-216789e415b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199669 ms
Total Talk Time (AGENT): 78240 ms
Total Talk Time (CUSTOMER): 90850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/9df2099b-2da9-44bf-adb0-216789e415b5_20250129T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check the patient eligibility and benefits.
[AGENT][NEUTRAL] OK. And spell your name for me.
[CUSTOMER][NEUTRAL] Sure. [PII]
[AGENT][NEUTRAL] OK, like [PII], but [PII]. OK. And [PII], did you say this is service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Yes, let me give that just a moment. Yes, thanks for your patience. So, the patient ID I do have is
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Let me get that. Yes, it is [PII]. It's the extension [PII].
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII]. It is [PII] and the last name is [PII]. It is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said that you're checking eligibility and office visit benefits. I have that for you. One moment.
[CUSTOMER][NEUTRAL] Yes, for specialist office is it for specialist.
[AGENT][NEUTRAL] Mhm. Let me give you
[AGENT][NEUTRAL] Mhm, let me give you the current policy number, let me know when you're ready.
[CUSTOMER][POSITIVE] Mhm yes I'm ready for it, please.
[AGENT][NEUTRAL] It's 244.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 681 5.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy effective date is [PII].
[AGENT][NEUTRAL] Policy is active at this time and then benefit for service in a specialist office is not covered under this policy, uh, the physician's benefit is it's not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, this policy does have a treatment writer, so if covered treatment is done in the office, um, those items can be considered under the, under the outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the office visit, uh office visit is, uh, not covered under this plan, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Mhm. OK, so.
[CUSTOMER][NEUTRAL] So they, uh, so, uh, American Public Life won't pay for office visit.
[CUSTOMER][NEUTRAL] So you have the secondary for this uh patient, right?
[AGENT][NEUTRAL] Yes, we're secondary to major medical.
[CUSTOMER][NEUTRAL] OK, thank you. And can I have the reference number, please?
[AGENT][NEUTRAL] Uh, you'll use my name in today's date is your reference. Um, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and first initial of my last name is [PII] and did you have any other questions [PII] I can assist with today?
[CUSTOMER][POSITIVE] Uh, I'm done. Thank you, [PII]. Thanks for the information. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.