AccountId: 011433970860
ContactId: ef591dfb-2461-481f-9f4b-9e70b0e770ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154589 ms
Total Talk Time (AGENT): 72701 ms
Total Talk Time (CUSTOMER): 54255 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ef591dfb-2461-481f-9f4b-9e70b0e770ab_20250513T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Summit Health. Um, I'm call, I don't know if I clicked the right options, but calling because there's a patient that we want to get started on remote patient monitoring and, uh, typically we check the benefits through avail, but I wasn't able to do it for, for this one, so I wanted to see if uh you can help me run a few CBT codes.
[AGENT][NEUTRAL] OK, and what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Sure. That is [PII], and that's the direct number.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] Excuse me, that is 02587090.
[AGENT][POSITIVE] OK, thank you so much. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, this is for [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for the information. I can provide benefits for the member. We do not do pre-certs or pre-authorizations, so I'll be more than happy to give you benefits for the member. Uh, would this be for an office, uh, visit, or, um, what? OK, alright, thank you. One moment please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Happy with that, yeah. This policy shows effective as of [PII]. This policy shows active for the member and for an office settings that would be with the PCP or specialist. Give me one second just to look over, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] PCP.
[AGENT][NEUTRAL] I did not show an office visit available for this plan, but if you would please hold for me. Let me just recheck myself again, please. Just bear with me, please. Thank you.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This plan does not cover for an office visit with a PCP or specialist.
[CUSTOMER][NEUTRAL] OK. hm, interesting.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] I will give her a call back.
[AGENT][POSITIVE] OK, I'm so sorry about that. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Take care, bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.