AccountId: 011433970860
ContactId: b08457c8-656b-49e2-b404-be136fe4a875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166220 ms
Total Talk Time (AGENT): 78690 ms
Total Talk Time (CUSTOMER): 70581 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b08457c8-656b-49e2-b404-be136fe4a875_20250318T15:39_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hi, I'm calling to.
[CUSTOMER][NEUTRAL] Oops sorry, um, see if this coverage is active for a patient.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number?
[CUSTOMER][NEUTRAL] [PII] and that's direct.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it's 02514977 ML 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with the eligibility for [PII]. I'm showing her policy is active with the effective date of [PII], and this is a secondary policy to the policyholder's Major Medical. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What does it like pick up their deductible coinsurance or something? How does it work?
[AGENT][NEUTRAL] Is it for an office visit?
[CUSTOMER][NEUTRAL] It's for.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh, outpatient.
[CUSTOMER][NEUTRAL] What is it? Let me see your charges.
[CUSTOMER][NEGATIVE] No it's not showing me um.
[AGENT][NEUTRAL] What is it an outpatient facility or doctor's office?
[CUSTOMER][NEUTRAL] Yeah, outpatient facility. She's um disorders of lung looks like just a basic.
[CUSTOMER][NEUTRAL] Visit
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I yeah.
[AGENT][NEUTRAL] If it is for.
[CUSTOMER][NEUTRAL] OK, so can we just go ahead and like bill it and then you'll just reject it if you then pay, yeah.
[AGENT][POSITIVE] Yeah, absolutely. Absolutely, yeah.
[AGENT][NEUTRAL] And we've been there
[CUSTOMER][NEUTRAL] I think that's what the patient wants, she just.
[AGENT][NEUTRAL] And we, we will need that primary EOV as well.
[CUSTOMER][NEUTRAL] OK, yeah, it's already paid. OK, um, that's really all I needed then we'll just get it billed and then you guys can decide if you wanna pay it or not.
[AGENT][POSITIVE] Oh, it's been a pleasure.
[AGENT][POSITIVE] We'll see if it's covered under her policy and it would be a pleasure to assist you with that. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nope, that'll be it. Oh, your name.
[AGENT][NEUTRAL] OK. Oh, sure. My name is [PII].
[AGENT][NEUTRAL] And reference number is my name and today's date.
[CUSTOMER][POSITIVE] Today's date. OK, all right, that's all I needed. Thank you so much.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.