AccountId: 011433970860
ContactId: be11cac2-7d0e-4298-a114-c2f1d6d8a35e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289820 ms
Total Talk Time (AGENT): 111270 ms
Total Talk Time (CUSTOMER): 95822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/be11cac2-7d0e-4298-a114-c2f1d6d8a35e_20250210T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. Uh, my name is [PII]
[CUSTOMER][NEUTRAL] And I'm calling from Gen and Tech Assess Solutions, um, at the request of Doctor [PII] on behalf of the patient, and this call may be monitored and recorded for quality training purposes, and I was trying to, uh, get benefits and eligibility on the patient.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be 120.
[CUSTOMER][NEUTRAL] 0057
[AGENT][NEUTRAL] OK, thank you. Um, and the patient's name, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And can you verify her birthday?
[CUSTOMER][NEUTRAL] And, uh-huh.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. Let's see.
[AGENT][NEUTRAL] Now, are you trying to um verify benefits um for like
[CUSTOMER][NEUTRAL] And eligibility, yes ma'am.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] It'll be today. Uh, she'll be so she'll be receiving an inject uh a an injection in the specialist office. Uh, I have a drug code CPT code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you need it.
[AGENT][NEUTRAL] OK, what is that? Yes, sir.
[CUSTOMER][NEUTRAL] Uh, that's gonna be [PII] [PII].
[AGENT][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And now I am gonna need to transfer you to our benefits and claims department for that, but I will let them know that we've already verified her information, so you will not have to do that again, but if you don't mind holding, I'll get someone on the line for you.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh that'd be great thank you kindly.
[AGENT][NEUTRAL] OK. Yes, sir, but is there anything else I can do for you before I transfer you?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that'll be it. Thank you for your help.
[AGENT][POSITIVE] OK. Thank you, [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] This is easy.
[AGENT][POSITIVE] I'm so sorry. Oh gosh, this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] I have a provider's office on the line wanting to verify eligibility and um he gave me a CPT code. He wanted to see if it was covered, but um the policy number is 2592475.
[CUSTOMER][NEUTRAL] OK, for [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I do see the pay date is 11 to 25, but I happen to know because I worked this one they have just completed we just completed their renewal so they have not received their bill. I'm just letting you know that that is going on, um, you know, just in case that makes a difference.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he, he's calling to see if a CPT code is covered.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He gave me 2777.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For an injection. OK. And what's his name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can send them over, we'll figure it out.
[AGENT][POSITIVE] All right, thank you. Here he comes.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is [PII] calling from Tenant Tech Assets Solutions at the request of, uh, Doctor, uh, [PII].