AccountId: 011433970860
ContactId: d4d0db29-91ae-4505-a2bc-997a2970a6dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147350 ms
Total Talk Time (AGENT): 70094 ms
Total Talk Time (CUSTOMER): 62360 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d4d0db29-91ae-4505-a2bc-997a2970a6dd_20250521T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to verify uh coverage for a patient of ours.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility today. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] That would be [PII]. That's not a direct line to me. The front desk would have to direct the call back to me.
[AGENT][POSITIVE] Thank you, [PII]. And it would be my pleasure to assist you with eligibility. What is the patient's policy number, please, ma'am?
[CUSTOMER][NEUTRAL] I'm showing that as 02.
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] 2659.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, date of birth is showing as, one moment.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And as far as eligibility goes, what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Well, [PII], I am showing that [PII]'s policy is active. The effective date is [PII], and this is a secondary policy to her primary insurance. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm just to verify, I've verified this before, but I want to make sure it hasn't changed. Um, you don't pay office visit fees, but you do pay up to $500 a day towards office visit treatment.
[CUSTOMER][NEUTRAL] Other than an off I mean treatment other than an office visit, sorry.
[AGENT][NEUTRAL] That is correct. That is, yes, the office visit co-pay is not covered, but any um treatment or procedure for sickness or injury in the office is covered.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am, and I spell that [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Oh, it's been my pleasure to assist you, [PII]. I hope you have a lovely day as well and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you so much. You too. Bye.
[AGENT][NEUTRAL] Bye bye.