AccountId: 011433970860
ContactId: cb285aa0-fbea-472b-a98d-865977102606
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191820 ms
Total Talk Time (AGENT): 69643 ms
Total Talk Time (CUSTOMER): 136226 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/cb285aa0-fbea-472b-a98d-865977102606_20250213T14:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a physician's office trying to confirm benefits on a patient, please.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Alright, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry about that. Do you have the policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I do. It is uh 11262475 ML 7.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] the following.
[CUSTOMER][NEUTRAL] Hi, good morning. How are you? What's your name? [PII].
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] sorry.
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yeah, I just need to know what date is, uh, is it, what date is the policy effective? Does the patient have a copay?
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] Do I say now?
[CUSTOMER][NEUTRAL] Ex
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, actually, they have a new policy number.
[CUSTOMER][NEUTRAL] Let's say
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, what's the new policy number.
[AGENT][NEUTRAL] That one canceled [PII] and they took out a new one. It's 02.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 596839 and it was effective [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But to have you cover the copay for an office visit.
[AGENT][NEUTRAL] Hold on, just
[AGENT][NEUTRAL] Hold on just a moment, I'm checking.
[CUSTOMER][NEUTRAL] They have not. I think you need to do that. OK, so just so I understand, uh, when I
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment, and it's for an office visit.
[CUSTOMER][NEUTRAL] submit both my insurances to you, uh, then how does that work? Do I have to then call?
[AGENT][NEUTRAL] No, ma'am, office visits are not covered under this policy.
[CUSTOMER][POSITIVE] And um what you said 1125 what's your call reference number? 2 13-2025. Very good, thank you so much have a good day bye bye thank you very much.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[AGENT][POSITIVE] Thank you, [PII], for calling APF. You have a good day as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh