AccountId: 011433970860
ContactId: c60cd167-f55a-4eb6-bb2d-186d7a525b46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193410 ms
Total Talk Time (AGENT): 82379 ms
Total Talk Time (CUSTOMER): 82411 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c60cd167-f55a-4eb6-bb2d-186d7a525b46_20250410T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from Genentech Access Solutions at the request of Dr. [PII] on behalf of the patient. This call may be monitored and or recorded for quality and training purposes. [PII], I was calling today for benefits information for an eye injection done in a specialist office.
[AGENT][NEUTRAL] OK, I can assist you with that information. Can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] spelled [PII], last initial [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, [PII], that's different. I like that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02478737 M as in Mike.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Yeah, LA, that's fine. And what's a good phone, mhm, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thanks for that, [PII]. So I have the eligibility dates for you. I'm showing effective [PII], policy is active at this time and this is for treatment in the physician's office?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so this particular policy um does not cover treatment in the office unless it's a result of a cancer diagnosis.
[CUSTOMER][NEUTRAL] OK, what kind of, what kind of plan is it?
[AGENT][NEUTRAL] The supplemental meddling policy, which is secondary to the primary payer.
[AGENT][NEUTRAL] And it covers inpatient and outpatient, inpatient and outpatient services. Outpatient meaning hospital, emergency room, urgent care, diagnostic testing and a diagnostic facility.
[CUSTOMER][MIXED] OK, but it only
[AGENT][NEUTRAL] So service in an office setting is not covered.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] OK, so uh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it, I'm trying to figure out how I'm gonna put this down, um.
[CUSTOMER][NEUTRAL] Is it like, uh, so it's a supplemental policy, but what it is, does it have a plan type like is it an HMO or PPO?
[AGENT][NEUTRAL] It's a meddling policy, which is a supplemental policy that's the type of policy that it is. It's not HMO PPO.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, OK, that's what I need to know. Um, did you have a reference number for the call?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's state as your reference. It's [PII], first initial and last name is [PII]. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] Um, no, that should do it. I appreciate your help with benefits information today.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Alright thank you bye.