AccountId: 011433970860
ContactId: d7addc94-8c2b-46ea-9d75-92d1a0310194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145580 ms
Total Talk Time (AGENT): 75650 ms
Total Talk Time (CUSTOMER): 37935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/d7addc94-8c2b-46ea-9d75-92d1a0310194_20250311T15:52_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] What's on someone else.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII] and I'm with the provider's office, and I was hoping to verify benefits for a patient.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02506284.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It is an office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing for services provided in office. Let's see.
[AGENT][NEUTRAL] I'm showing that the co-pay is not covered, but the charges that go towards the co-insurance and the deductible, we cover up to 7500 per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And do you show any accumulations on that?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, so far there is no accumulations for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the rest is the patient responsibility.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And do you show another coverage on there?
[AGENT][NEUTRAL] Um, no, I'm just showing the secondary gap insurance coverage.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Perfect, do you have a reference number for me?
[AGENT][NEUTRAL] Um yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that was it. Thank you for your help.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.