AccountId: 011433970860
ContactId: e03b57fa-51c6-4b86-97d5-c4ae115aa703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146919 ms
Total Talk Time (AGENT): 71100 ms
Total Talk Time (CUSTOMER): 48772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e03b57fa-51c6-4b86-97d5-c4ae115aa703_20250422T12:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII] calling from the cardiology offices with Doctor [PII].
[CUSTOMER][NEUTRAL] Uh, needed to confirm eligibility on the patient, also see what she would be covered for.
[AGENT][NEUTRAL] I'm 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] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, that would be the outpatient benefit cert number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright it is 021.
[CUSTOMER][NEUTRAL] 996
[CUSTOMER][NEUTRAL] 41 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That's for uh [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. 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 services provided in office?
[CUSTOMER][NEUTRAL] Services provided in office.
[AGENT][NEUTRAL] OK. For all office treatments or services provided in office, we cover up to $200 per day, and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for any office visits is not covered.
[CUSTOMER][POSITIVE] Alrighty, yes, she's coming for an exam. OK, perfect. Thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, just a reference number if you guys handle those.
[AGENT][NEUTRAL] Um, yes, sir. For the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, again, thank you very much. I appreciate the help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks