AccountId: 011433970860
ContactId: b198b163-83b6-49fe-9984-f9872eb9a53b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158119 ms
Total Talk Time (AGENT): 60363 ms
Total Talk Time (CUSTOMER): 97806 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b198b163-83b6-49fe-9984-f9872eb9a53b_20250430T18:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I was calling to verify its billing and benefits for a patient, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] $400.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Oh, group number um let's see hm I'm not sure it says group ID that's not the right number, right?
[AGENT][NEUTRAL] No, it would be um.
[CUSTOMER][NEUTRAL] Because it says payer ID. This is the front of, oh, OK, because we're a primary care physician. I do see the inpatient outpatient, so maybe the outpatient.
[AGENT][NEUTRAL] Uh, inpatient or outpatient hospital?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, sorry, this is the first time I called for this insurance. It is 02317310 M as in [PII], number [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] last name [PII]
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And I do show for the office visits.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] That will be covered under the outpatient.
[CUSTOMER][NEUTRAL] need to provide them with the blood.
[AGENT][NEGATIVE] And I do show the outpatient per day maximum is $500. Now it only covers for treatment and procedures at the visit. It does not cover the copay associated with the physician's charges.
[CUSTOMER][NEUTRAL] Does not cover copay. I'm sorry, you said does not cover copay with physician charges?
[AGENT][NEUTRAL] The copays that are associated with the physician's charges is not covered, only treatment and procedures at the visit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Perfect and may I have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No ma'am, that would be it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.