AccountId: 011433970860
ContactId: e1202f64-c8a8-4979-944d-1e52d18771df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96940 ms
Total Talk Time (AGENT): 47629 ms
Total Talk Time (CUSTOMER): 34702 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e1202f64-c8a8-4979-944d-1e52d18771df_20250106T19:00_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Calling from a provider's office and I wanted to verify medical benefits of the patient.
[AGENT][NEUTRAL] OK, I can help you with verifying benefits, and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do it's 02552104.
[AGENT][NEUTRAL] Thank you. And that number was 02552104?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I show this is a Metlink plan. This coverage is secondary. I do show it's currently active, effective [PII].
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Does it cover the Medicare deductible and co-insurance? Oh, it ain't Medicare, yes. Blue Cross.
[AGENT][NEUTRAL] We're secondary, so we pick up in regards to the deductible co-pay co-insurance from their major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Type of everything. And is there a reference number for the call?
[AGENT][NEUTRAL] It'd be just my name in today's date, and my name is [PII] spelled [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That's everything.
[AGENT][POSITIVE] OK, well thanks for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks, bye.