AccountId: 011433970860
ContactId: e27628db-9632-4fad-8ba0-cc9c04ca46ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140889 ms
Total Talk Time (AGENT): 73606 ms
Total Talk Time (CUSTOMER): 47940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e27628db-9632-4fad-8ba0-cc9c04ca46ef_20250317T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], this is [PII] with Palmetto Primary Care Physicians, and I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am. I can verify eligibility for you and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02389383
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] You and
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], you said you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, and medical benefits if.
[AGENT][NEUTRAL] And benefits. OK. Um, shown, her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Uh, diagnostic testing.
[AGENT][NEUTRAL] OK, and is this gonna be performed in an outpatient facility?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Outpatient uh PCP's office.
[AGENT][NEUTRAL] OK, thank you. OK. Uh, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance. She has a benefit max of up to $1000 per occurrence.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it, but can I get the first initial to your last name and a call reference number please?
[AGENT][NEUTRAL] Uh, first initial is [PII], and you may use my name and today's dates reference if you like.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help, [PII].
[AGENT][POSITIVE] Alright, you're welcome, Miss [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye.