AccountId: 011433970860
ContactId: ecb7fb8a-aace-4ed8-a264-2d7f04bde61e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160350 ms
Total Talk Time (AGENT): 60851 ms
Total Talk Time (CUSTOMER): 67614 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ecb7fb8a-aace-4ed8-a264-2d7f04bde61e_20250129T20:43_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. This is [PII] with Doctor [PII]'s office calling to verify eligibility on a meddling and patient, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, uh, my callback number. I don't know what's going with me today. I can't talk since lunch. Um, my callback number is area code [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01907881.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it, we're a primary care physician. He has a physician office visit in our office tomorrow.
[AGENT][NEUTRAL] OK. Patient does have benefits for treatment in an office or clinic setting.
[AGENT][NEUTRAL] Um, that includes treatment and procedures only. It will not include the copay associated with the physician's charges.
[CUSTOMER][NEUTRAL] Do you show this, uh, policy secondary to another insurance?
[AGENT][NEUTRAL] Yes, we're the gap.
[CUSTOMER][NEUTRAL] Right, OK, so the copay should be covered by the primary insurance check procedures online, OK.
[CUSTOMER][NEUTRAL] Any other restrictions or anything else I should know, huh?
[AGENT][NEUTRAL] Um, just that for the outpatient it does have a $1000 deductible and the per day maximum is $6800.
[CUSTOMER][NEUTRAL] OK and is there anything been met, uh, year to date on his $1000 deductible?
[AGENT][NEUTRAL] It's a per day deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial S as [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, I just wanted to ask, are you saying [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much for your time I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye