AccountId: 011433970860
ContactId: ac47c26e-18e0-4a8f-b933-19d1bea9d2fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152020 ms
Total Talk Time (AGENT): 56524 ms
Total Talk Time (CUSTOMER): 41898 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ac47c26e-18e0-4a8f-b933-19d1bea9d2fb_20250326T12:03_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 just need to verify if a patient's secondary covers office visit copays.
[AGENT][NEUTRAL] OK, spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and this is eligibility and you said office visit copay?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's the policy number, and a good phone number?
[CUSTOMER][NEUTRAL] Uh, phone number would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And excuse me, the policy number is 1481598M as in Mark, L as in Larry, and the number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you for that information, [PII]. The policy effective date is [PII]. Uh, this policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] The physician visit co-pay is not covered, but there's a treatment writer under this plan, so covered treatment performed in the doctor's office can be considered under the outpatient benefit. Did you want that benefit or was it specifically the physician's office, uh, visit fee?
[CUSTOMER][NEUTRAL] No, just physician's office.
[AGENT][NEUTRAL] OK, alrighty well did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it. Thank you. How, how do you spell your name? I'm sorry.
[AGENT][NEUTRAL] Uh huh, it's [PII] and you'll use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APLN have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.