AccountId: 011433970860
ContactId: de755ffd-bf4f-4904-8b29-b6af5511f980
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165330 ms
Total Talk Time (AGENT): 62630 ms
Total Talk Time (CUSTOMER): 73642 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/de755ffd-bf4f-4904-8b29-b6af5511f980_20250221T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with the facility trying to verify this patient's secondary insurance coverage, um, network status, just make sure it's active and eligible.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] 02585237
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] no extension you can leave a voicemail.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK. And this is for an upcoming, uh, this is a secondary coverage for an upcoming, uh, screening colonoscopy at an ambulatory surgical center or outpatient surgical facility. Um, would there be an authorization required or is it just gonna follow primary?
[AGENT][NEUTRAL] Uh, authorization is not required, and with this policy, it doesn't cover for screenings, um, for colonoscopies could be covered if it's for diagnostic or for sickness, but not screenings.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, let's see here.
[CUSTOMER][NEUTRAL] OK, and may I have, um, let's see here, so there's no coverage at all or like no benefits to be applied if it is a screening, correct?
[AGENT][NEUTRAL] Correct. If it's for screening, it's not covered under the plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And could I please have your name and a reference number for this call?
[AGENT][NEUTRAL] Sure. Uh my name is [PII] And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm, no, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL and you have a great rest of your day.
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][NEUTRAL] Oh, I apologize. No, ma'am. We don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, thank you. You have a wonderful day.
[AGENT][POSITIVE] You too, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, yes ma'am bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Welcome to our survey.