AccountId: 011433970860
ContactId: cc4b947b-2ab6-4aad-bd83-fd2437741b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110660 ms
Total Talk Time (AGENT): 62612 ms
Total Talk Time (CUSTOMER): 42511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/cc4b947b-2ab6-4aad-bd83-fd2437741b8b_20250226T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor [PII]'s office. I was just calling to verify eligibility and pay and benefits on a patient.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 01735270.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, can I get a reference number for this please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Well I gotta give you that.
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much, [PII]. You have a good day.
[AGENT][POSITIVE] Oh, thank you, [PII]. Mhm. Thank you, [PII], for calling ATL. You have a great day as well. Mm, bye.
[CUSTOMER][NEUTRAL] You too bye bye.