AccountId: 011433970860
ContactId: c4175837-7853-4800-90af-38ce8a307dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165830 ms
Total Talk Time (AGENT): 85090 ms
Total Talk Time (CUSTOMER): 46744 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c4175837-7853-4800-90af-38ce8a307dc3_20250107T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, good morning. I need to verify insurance please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Thank you, Damer. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01659302 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] All right, thank you. And it would be my pleasure to assist you with eligibility. Now [PII], the policy number you gave me is no longer active, but she does have active coverage under another policy number. Can I provide that active policy number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] As of
[AGENT][NEUTRAL] As of [PII], her active policy number is 246.
[AGENT][NEUTRAL] 463 7.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary policy to her major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How many um.
[CUSTOMER][NEUTRAL] Visits I guess um she have with the secondary.
[AGENT][NEUTRAL] Is it for an office visit co-pay?
[CUSTOMER][NEUTRAL] Yeah, primary PCP.
[AGENT][NEUTRAL] OK, let me get that benefit pulled up, bear with me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's coming up. Bear with me just a second.
[AGENT][NEUTRAL] You said it's for primary?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She is allowed 4 visits per calendar year.
[AGENT][NEUTRAL] And that includes primary and special specialist.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] OK, so a new year started, so she's got all 44 visits, right, um, open?
[AGENT][POSITIVE] That's correct. At this time, yes, ma'am.
[CUSTOMER][POSITIVE] OK great thank you so so much for your help.
[AGENT][POSITIVE] It's been my pleasure and all benefits given over the phone is a verification of coverage, not a guarantee of payment. Demery, it was a pleasure to assist you with eligibility and benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] And thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.