AccountId: 011433970860
ContactId: 9ec97ad4-a48b-4a90-9098-9e993710948f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107459 ms
Total Talk Time (AGENT): 44701 ms
Total Talk Time (CUSTOMER): 62125 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9ec97ad4-a48b-4a90-9098-9e993710948f_20250213T14:26_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from Comprehensive rescare Center. I'm just trying to verify one of my patients if it just to check if the insurance cover the call please.
[AGENT][NEUTRAL] Uh, an office visit co-pay, you mean? It's OK, yes, I can certainly look that up. I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][POSITIVE] definitely, definitely, thank you very much. What is that policy number, please, that we're looking at today?
[CUSTOMER][NEUTRAL] Um, I don't see the coverage. I, it's only the individual and the group number. I don't see no member ID.
[AGENT][NEUTRAL] Um, does it say, uh, inpatient or outpatient, uh, certification number or a member num?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, I, so I give you the outpatient?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What's the same number it's 023.
[CUSTOMER][NEUTRAL] 04086 M as in Mary, L as in Louis.
[CUSTOMER][NEUTRAL] The number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her birthday is [PII] and the last name is [PII], ER.
[CUSTOMER][NEUTRAL] And her first name is [PII]
[AGENT][POSITIVE] Thank you. I appreciate that. Um, the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Uh, it does not cover the office visit co-pay. Um, so that is not gonna be covered on this, in and out of hospital, other services, but not, uh, office visit co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, OK, thank you so much.
[AGENT][POSITIVE] OK, there's nothing else we can help with. Thanks for contacting APL. Have a good.
[CUSTOMER][NEUTRAL] That's all. Mhm.