AccountId: 011433970860
ContactId: d16c6108-ea68-424a-b847-721c03a7b311
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213850 ms
Total Talk Time (AGENT): 62990 ms
Total Talk Time (CUSTOMER): 74346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d16c6108-ea68-424a-b847-721c03a7b311_20250417T15:12_UTC.wav
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[AGENT][NEUTRAL] For calling ACL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm with uh Affirmary Health Diagnostic and Medical Clinic. I was calling to, uh, verify the insurance plan.
[AGENT][POSITIVE] I'll be happy to assist.
[AGENT][NEUTRAL] With eligibility and benefits, um, can you spell your first name for me please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Initial for last name is gonna be [PII]
[AGENT][POSITIVE] Thank you for that and [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is that policy number?
[CUSTOMER][NEUTRAL] D
[CUSTOMER][NEUTRAL] 45401413
[AGENT][NEUTRAL] I believe that's the wellness policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And birthday is gonna be [PII].
[AGENT][NEUTRAL] OK, somebody just called about this.
[AGENT][NEUTRAL] Alright, please be advised the verification of coverage is not a guarantee of payment, so someone just called that.
[AGENT][NEUTRAL] but
[AGENT][NEUTRAL] Not too long ago were you calling in regards to an office visit?
[AGENT][NEUTRAL] Eligibility
[CUSTOMER][NEUTRAL] Yes ma'am, the patient is um here for a visit.
[AGENT][NEUTRAL] OK, and I advised the person that called previously that um her policy this, she has a limited benefit hospital indemnity plan. Her policy only covers for treatment in an office if it is for um if she is a surgical procedure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she doesn't have a major medical plan.
[CUSTOMER][NEUTRAL] It only covers for
[CUSTOMER][NEUTRAL] OK, he said it only covers for an office for surgical procedure?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, so it wouldn't cut up, it's not gonna cover, uh, today's, um, office visit with her primary care.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And hm.
[CUSTOMER][NEUTRAL] Can I have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, did you say [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you said last initial is [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you.