AccountId: 011433970860
ContactId: b1defc17-8923-480d-be97-686a3aae729e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157500 ms
Total Talk Time (AGENT): 58333 ms
Total Talk Time (CUSTOMER): 63067 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b1defc17-8923-480d-be97-686a3aae729e_20250220T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling you um in regards to a mutual patient that I just need to know um if his insurance covers an office visit.
[CUSTOMER][NEUTRAL] Cost
[AGENT][POSITIVE] OK, yeah, yeah, happy to take a look.
[CUSTOMER][NEUTRAL] As a secondary, please.
[AGENT][NEUTRAL] Uh, do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be, let me know when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 462-027 ML 8
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Uh, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII]. Her, his date of birth is gonna be [PII].
[AGENT][POSITIVE] Thank you so much. So let me just pull the patient's policy real quick to see if office visit fees are covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for the.
[CUSTOMER][NEUTRAL] all of us.
[AGENT][NEUTRAL] Alright, so for physician cover charges it does not include the office visit fee.
[CUSTOMER][NEUTRAL] OK, so it does not. OK. Um, let me see.
[CUSTOMER][NEUTRAL] Can I please get um.
[CUSTOMER][NEUTRAL] A reference number.
[AGENT][NEUTRAL] Absolutely, [PII]. That's gonna be my name with my last initial and then today's date. My name is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK, and you said, OK, does not cover offices it and then [PII], 20 OK perfect I got it thank you so much and then the so they would this cover testing?
[AGENT][NEUTRAL] Yes, it does. It would cover any sort of treatment or testing, but just not the office visit fee.
[CUSTOMER][NEUTRAL] Yeah, we're
[CUSTOMER][POSITIVE] Office visits, OK, OK, perfect. I'll let the patient know. OK, perfect. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.