AccountId: 011433970860
ContactId: b1aa155f-005e-42cd-a137-a3aab661e1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123709 ms
Total Talk Time (AGENT): 48225 ms
Total Talk Time (CUSTOMER): 39698 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/b1aa155f-005e-42cd-a137-a3aab661e1c1_20250212T18:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with uh MUSC Cardiology in [PII]. I just need to uh verify uh insurance.
[AGENT][NEUTRAL] OK, and so this is a specialist office?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, 02588698.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. So I'm showing the effective date is [PII]. The policy is active at this time.
[AGENT][POSITIVE] And let me pull up the policy and I'll be able to assist with the benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so the um physician visit fee or the copay is not covered, um, but there is, if there's a treatment in the office, the treatment items covered items can be considered under this plan.
[CUSTOMER][MIXED] OK, but the copay or deductible is not.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Not covered
[CUSTOMER][NEUTRAL] OK, and who am I speaking to?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Who am I speaking with?
[AGENT][NEUTRAL] I'm, my name is [PII]. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.