AccountId: 011433970860
ContactId: d671cb41-e87f-465c-b6c3-e80430f71c10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158100 ms
Total Talk Time (AGENT): 96244 ms
Total Talk Time (CUSTOMER): 45520 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d671cb41-e87f-465c-b6c3-e80430f71c10_20250127T13:41_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was calling to verify benefits for one of our patients, um, to see if it covers, um, in the office, the services.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] It is 01458577.
[CUSTOMER][NEUTRAL] M as in Mary, L 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with benefits for an office visit for [PII], sorry. I'm showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] No it's OK.
[AGENT][NEUTRAL] Effective date is [PII]. This is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, for the office visit consultation, there are no benefits to cover her co-pay. She does have benefits for treatments or procedures in office for sickness or injury, but not for the office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, and for an echocardiogram because that's what she'll be coming in for, for testing.
[AGENT][NEUTRAL] Yes ma'am, for diagnostic testing that is covered under her outpatient benefit of 3, I'm sorry, $4500 that is a per calendar year benefit.
[AGENT][NEUTRAL] And if you would please note that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And of course, at this time, she has that full benefit remaining for [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, perfect, thank you. Is there a reference number for the call?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it has been a pleasure to assist you with those benefits today, [PII]. Thank you for calling APL and I hope you have a wonderful Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.