AccountId: 011433970860
ContactId: ea2e94cf-085e-4b95-9670-bb9b68118dc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202330 ms
Total Talk Time (AGENT): 69025 ms
Total Talk Time (CUSTOMER): 60275 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ea2e94cf-085e-4b95-9670-bb9b68118dc2_20250127T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling from Flagstaff Surgical Associates, and you have a member that I wanted to verify, um, eligibility for medical insurance?
[AGENT][NEUTRAL] OK. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], um, is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, for a specialist, uh, for ear, nose and throat.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number 02455064.
[AGENT][NEUTRAL] [PII], can you give me the policy number one more time, please?
[CUSTOMER][NEUTRAL] Yes, 02455064.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] I believe it's [PII]'s. Date of birth is [PII].
[AGENT][NEUTRAL] OK, do you have a last name for [PII]?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK, thank you. So I'm showing an effective date of [PII] policy is active at this time.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. So under this policy, if there's covered treatment in the specialist office, those items can be considered under the outpatient benefit, the physician visit fee.
[AGENT][NEGATIVE] Is not covered or the copay is not covered.
[CUSTOMER][NEUTRAL] OK, so the visit fee is not covered. OK.
[AGENT][NEUTRAL] For the physician, the physic, the physician's charge.
[AGENT][NEUTRAL] Or the office visit fee. Mhm.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, OK. And um can I have your name, please?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference for today's call. [PII], and any other questions I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. You were a great help. I thank you so very much.
[AGENT][POSITIVE] Hey, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you you too thank you bye.
[AGENT][NEUTRAL] Bye bye.