AccountId: 011433970860
ContactId: b30290fd-aa37-48d2-a4f2-e651437801c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212869 ms
Total Talk Time (AGENT): 70299 ms
Total Talk Time (CUSTOMER): 53018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b30290fd-aa37-48d2-a4f2-e651437801c0_20250428T14:12_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name, ma'am?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Doctor [PII]'s office to check eligibility and benefits for this card. The patient told us that it picks up his co-pays from primary insurance.
[AGENT][NEUTRAL] Um, yes, ma'am. I
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you with benefits. Um first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, it is.
[CUSTOMER][NEUTRAL] 02473162 M as in Mary, L as in Larry 81 moment.
[CUSTOMER][POSITIVE] Thank you, Ay.
[AGENT][NEUTRAL] Oh, no problem. Um, and just let me advise you that verification of coverage does not guarantee payment of claims. And could you one more time, please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And yes, ma'am. I'm showing the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Actually, under this policy, services provided in office is not covered um unless the patient is going for a cancer treatment.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh no, I'm just writing it because I have to let him know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and may I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date and my name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Miss [PII], that's it. Thank you very much and have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] You too bye bye.