AccountId: 011433970860
ContactId: b674fbf3-9386-4f7a-9449-ef931023769a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160759 ms
Total Talk Time (AGENT): 72506 ms
Total Talk Time (CUSTOMER): 67473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b674fbf3-9386-4f7a-9449-ef931023769a_20250611T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the Miami Hand Center. I have a patient that's here in the office today, and I'm trying to find out if you cover their co-payment for the United Healthcare Insurance.
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Tell you right now APL insurance card here it is.
[CUSTOMER][NEUTRAL] Load please.
[CUSTOMER][NEUTRAL] Um, OK, so his ID, where would I find that?
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Um, I have a group number. I have a plan name, his name.
[CUSTOMER][NEUTRAL] I don't see uh.
[AGENT][NEUTRAL] Do you see the outpatient certificate number?
[CUSTOMER][NEUTRAL] An ID on this card.
[CUSTOMER][POSITIVE] Yes, I do that I do.
[AGENT][NEUTRAL] OK, that's the policy number.
[CUSTOMER][NEUTRAL] 060 sorry 01611564 M as in Mary, L as in Larry number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and you said this is for an office visit?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, for services provided.
[CUSTOMER][NEUTRAL] For a specialist, specialist officers, and let me be let me be specific.
[AGENT][NEUTRAL] OK. Yes, sir. For services provided in office, we cover up to 1500 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the copay for the office visit is not covered.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] That's all I need to know. Can I have a call reference number please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be very all. Thank you [PII] have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm