AccountId: 011433970860
ContactId: d3a6c56d-3c2a-412d-a46a-4f1682076d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105239 ms
Total Talk Time (AGENT): 55349 ms
Total Talk Time (CUSTOMER): 49762 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d3a6c56d-3c2a-412d-a46a-4f1682076d49_20250417T20:08_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? I'm calling from provider's office. I need to verify eligibility for a uh patient.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. My initial and my last name is [PII], and I'm calling from Worldwide Pediatrics.
[AGENT][NEUTRAL] Thank you very much. Um, and what is that policy number, [PII], we're looking at today?
[CUSTOMER][NEUTRAL] It's 02221656.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Um, this is a secondary or gap insurance, uh, that's meant to pick up the deductible, co-payment or coinsurance from the major medical. So is there anything else at all that I can tell you about this, um, office visit benefits, anything like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, but it, it does, it covers, it covers offices, correct?
[AGENT][NEUTRAL] Well, it covers, actually what it does is it covers the treatment within the physician's office, um, for treatment and procedures. Now, the office visit itself um is not covered, um, but the treatment is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it covers like procedures, like procedures or something like that.
[AGENT][POSITIVE] Right, absolutely. Yes, absolutely.
[CUSTOMER][NEUTRAL] OK, perfect. OK, and this is like a gap insurance you said gap insurance secondary.
[AGENT][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] OK. May I have a reference for the verification, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're going to use that in today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you [PII]. I appreciate it have a great weekend thank you.
[AGENT][POSITIVE] Thanks for contacting UT.