AccountId: 011433970860
ContactId: c1c30b53-e886-4be7-a2dd-e4c80fb3ea2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166000 ms
Total Talk Time (AGENT): 88853 ms
Total Talk Time (CUSTOMER): 71621 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/c1c30b53-e886-4be7-a2dd-e4c80fb3ea2a_20250220T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh my [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from GastroMed. Um, I saw a mutual patient, Mr. [PII]. I just wanna know if APL pays for office visit copays for his policy.
[AGENT][POSITIVE] Well it would be my pleasure to assist you with those benefits, [PII]. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 1534941 M like Maria L like Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is uh [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with eligibility and benefits for [PII]. Now, actually, the policy number you gave me is his old policy. It turned on 4123. I can give you his active policy information.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Per perfect thank you. Could I have that please?
[AGENT][NEUTRAL] Yes ma'am, as of 4123, his active policy number is 233.
[AGENT][NEUTRAL] 1179.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And you were needing office as a benefit, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I can help you with that benefit. Now, as far as the office visit co-pay, that is not covered. He does have the office treatment writer which does cover his procedures and treatments in office.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But not for the visit.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] I thought so that's pretty standard, but I just wanted to make sure before I called the patient back now, um, same address, the [PII].
[AGENT][NEUTRAL] So that address is no longer valid.
[CUSTOMER][NEUTRAL] OK, and what is the correct address?
[AGENT][NEUTRAL] For claim submission. Correct address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], is that OK?
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] All right, thank you so much you have a wonderful rest of your day and I appreciate all your help.
[AGENT][POSITIVE] [PII], it was my pleasure to have you that eligibility and benefits. Thank you for calling APL and I hope you have a wonderful afternoon as well. Take care. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye you too.