AccountId: 011433970860
ContactId: bd23d379-981e-4225-a270-057a08e18bf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140839 ms
Total Talk Time (AGENT): 46953 ms
Total Talk Time (CUSTOMER): 82195 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/bd23d379-981e-4225-a270-057a08e18bf1_20250624T15:26_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] what they've got
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Access Family Health in [PII]. I was calling to verify coverage on a patient that's coming in.
[AGENT][NEUTRAL] OK, [PII], I can help you with coverage information. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Press option one for the appointment line.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, we have 02596095.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII], birth date is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] And was this for an outpatient office visit or?
[CUSTOMER][NEUTRAL] Uh, it would, yeah, just an office visit like the doctor's primary care type.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's not a guarantee of payment, basic outline of the policy. Policy is effective [PII] currently active. Um, for this policy, physician's office visit pays a max of $50 per day, 4 times per calendar year.
[CUSTOMER][NEUTRAL] He, I think her
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So $50 a day for for 4 visits.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then it doesn't pay anything at all, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, OK, so he only gets 4 visits a year.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] She, she would make this for me.
[CUSTOMER][NEUTRAL] OK, alright, um, anything else I need to know any deductible, anything like that? Does it pay any on labs?
[CUSTOMER][NEUTRAL] Well, probably not since.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, the only, it has a diagnostic testing benefit, $100 per day, 1 day per year, but I believe that is, let me see, I think it specifies.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] Alright, and we mail claims to [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright thanks.