AccountId: 011433970860
ContactId: d924f271-8d5a-4a93-9467-11b59e13f9a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221880 ms
Total Talk Time (AGENT): 83059 ms
Total Talk Time (CUSTOMER): 87973 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d924f271-8d5a-4a93-9467-11b59e13f9a2_20241230T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing? Good morning. Um, my name is [PII]. I'm calling from PA Physicians at Emman Park, uh, uh, outpatient, um, inventory department trying to verify patient, um, insurance eligibility benefits.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] It's pronounced [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, [PII] and you said that you're checking eligibility and outpatient facility benefits?
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to make sure the patient does have active coverage for insurance for today's visit.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, we can help with that information. What's the policy number?
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 91
[CUSTOMER][NEUTRAL] 30
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 60 damn phone number [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII]. Um, I do show the policy effective date is [PII].
[AGENT][NEUTRAL] Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the outpatient facility, what type of service will be done?
[CUSTOMER][NEUTRAL] Um, it to say for physical.
[AGENT][NEUTRAL] OK, so wellness.
[AGENT][NEGATIVE] It's not covered under this policy.
[CUSTOMER][NEUTRAL] OK, so he's only.
[AGENT][NEUTRAL] So is it a routine physical?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Yeah, so wellness services are not covered, um.
[AGENT][NEUTRAL] By this policy.
[CUSTOMER][NEUTRAL] And so he just um he can cover you just like regular like an office visit.
[AGENT][NEUTRAL] Uh, there's several benefits, hospitals, emergency or urgent care, uh, doctor's office visits as it relates to an accident or a sickness, um, physical therapy, yeah, there's several benefits, but if it's due to a wellness benefit or annual screenings not covered by this policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Alright, no, thank you. I'll let the patient know.
[AGENT][POSITIVE] OK, [PII], thank you for calling.
[CUSTOMER][NEUTRAL] Oh, is, is that, is, is, I'm sorry, is there a reference number and a name that I can attach?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, you'll use my name in today's date as your reference. It's [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then first initial of my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Alright thank you so much [PII]. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.