AccountId: 011433970860
ContactId: d21cf258-a500-47b7-9d21-54a33ab203c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148199 ms
Total Talk Time (AGENT): 50368 ms
Total Talk Time (CUSTOMER): 96533 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d21cf258-a500-47b7-9d21-54a33ab203c8_20250218T18:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. I'm calling from a provider's office, um, in regards to a patient that we have here in the office. I'm just wondering if this plan picks up their, um, copay for today's visit.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Um, this is [PII].
[AGENT][NEUTRAL] How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes I do. It's 025873.
[CUSTOMER][NEUTRAL] 38 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] What, uh, what medical insurance did you?
[CUSTOMER][NEUTRAL] Is, is, uh, is Doctor [PII] still referring you here or you're just self refer?
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if that we pay the copay.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Yes, correct, mhm, the first specialist office visit.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK, it is for an office visit. Hold on one moment.
[CUSTOMER][NEUTRAL] Um, how advanced it's gotten, um, because sometimes it has to get bad in order, in order for a patient to have surgery, um, so if she's monitoring it, I mean you can, I mean, it's really up to you how you wanna go about it, um, but yeah, the optometrist, they would do like a full dilated exam and.
[AGENT][NEUTRAL] OK, this policy doesn't cover the actual office visit itself now, it would cover if they were having services done like x-rays, injections, things like that, but
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK, mm.
[AGENT][NEUTRAL] Not the actual office visit.
[CUSTOMER][NEUTRAL] No, we don't do any of that, yeah, it's an ophthalmology visit so we don't do like X-rays or anything like that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEGATIVE] Yeah, it would not be covered.
[CUSTOMER][POSITIVE] OK perfect that's all I needed to know thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you.