AccountId: 011433970860
ContactId: d7b7a4c3-cf10-4d99-a0b1-4373d9d3e5ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115629 ms
Total Talk Time (AGENT): 48948 ms
Total Talk Time (CUSTOMER): 40532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d7b7a4c3-cf10-4d99-a0b1-4373d9d3e5ee_20250417T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Orange Family Physicians. Um, we're just trying to find out if this insurance is like a uh like a secondary insurance or supplement or
[AGENT][NEUTRAL] Um, sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your name is [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number.
[CUSTOMER][NEUTRAL] It is 02446763.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] just submit advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active and yes, this is a.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Do is cover the co-pay, the coinsuranceable for covered services after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Oh OK, so we do send it to alright, OK, that's what we needed to know.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] Yeah, thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too mm bye bye.