AccountId: 011433970860
ContactId: b8a13c3d-8c1a-4391-9737-2b4e37c84a8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158000 ms
Total Talk Time (AGENT): 68239 ms
Total Talk Time (CUSTOMER): 85547 ms
Interruptions: 4
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b8a13c3d-8c1a-4391-9737-2b4e37c84a8a_20250616T20:25_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting A. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII], is that what you said?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Oh hi [PII], this is [PII]. I'm calling from Doctor [PII]'s office, uh, because I need to verify, uh, patient, um, eligibility.
[AGENT][NEUTRAL] I can help with eligibility, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, uh, let me see, give me one second. I'm gonna tell you right now, secondary insurance, it is, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, it, it the card just says is a payer ID maybe or group number?
[AGENT][NEUTRAL] Well, it may say, it might say outpatient or inpatient benefits.
[CUSTOMER][NEUTRAL] Oh, OK, it says in hospitals benefit or outpatient benefit is an office visit considered outpatient?
[AGENT][POSITIVE] That, that works. That's fine.
[AGENT][NEUTRAL] That would be fine. Uh, what is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] OK, it's 02260508, M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Do you want me to spell everything because it's a long name, [PII].
[AGENT][NEUTRAL] Oh, no, no, that's fine. I just need her birth date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. Birthday is [PII].
[AGENT][POSITIVE] I do appreciate that. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][NEUTRAL] I do appreciate that. Thank you so much, [PII]. The policy itself went into effect on [PII]. It is active now outpatient, uh, office visits, um, are not covered. This is strictly a hospital, uh, policy. What it will do is it will, yeah, right, yeah, it picks up the deductible co-payment co-insurance for hospital, um, doesn't do that for, uh, for, um, office visits, so that isn't covered at all.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh hospital, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK so it doesn't have anything to do with office visits. OK, I figured that out. I just wanted to confirm. OK, OK, can I have a confirmation of this call, please?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Sure, exactly. Is there something I can help with?
[AGENT][NEUTRAL] Absolutely. My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our record.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your help.
[AGENT][POSITIVE] Thank you for contacting AP have a good day.