AccountId: 011433970860
ContactId: df99cc6d-884f-4a1e-8d72-6237985ff774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162839 ms
Total Talk Time (AGENT): 46494 ms
Total Talk Time (CUSTOMER): 53871 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/df99cc6d-884f-4a1e-8d72-6237985ff774_20250421T19:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to verify insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. a good call back number is [PII].
[AGENT][NEUTRAL] Hey [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, it's uh the policy number is 02608222.
[CUSTOMER][NEUTRAL] I'm calling about the medical benefits.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth, give me one second, I'm sorry, and her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, show her effective [PII] policy is active.
[AGENT][NEUTRAL] And is this for outpatient services or office visit or?
[CUSTOMER][NEUTRAL] It's an office visit. She's getting a physical today.
[AGENT][NEUTRAL] Not a guarantee of payment basic outline of the policy and let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, for a wellness exam, it pays a max of $75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's not covered.
[AGENT][NEUTRAL] It pays 75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and she's responsible for the rest of the.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I will let the provider know and special.
[AGENT][NEUTRAL] Um, we don't determine patient responsibility. It this is a supplemental policy, so.
[CUSTOMER][NEUTRAL] OK, so the rest, the rest is her, uh, the patient's responsibility.
[AGENT][NEUTRAL] Um, we don't determine patient responsibility. All I can do is quote you the what the plan pays.
[CUSTOMER][NEUTRAL] What they pay, OK, OK, alrighty, I will, I will let her know.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] Thank you. That's it, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.