AccountId: 011433970860
ContactId: f642a53c-faaf-4ef7-8825-d1ca5ae7bcbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147679 ms
Total Talk Time (AGENT): 68107 ms
Total Talk Time (CUSTOMER): 38760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f642a53c-faaf-4ef7-8825-d1ca5ae7bcbe_20250128T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a cardiologist's office. I just need to verify if a patient's secondary covers her office visit copays.
[AGENT][NEUTRAL] OK, sure, I can assist you with office visits, payments and information. Um, Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Extension is [PII].
[AGENT][NEUTRAL] OK and um what is the name of the facility or the provider's office or the office?
[CUSTOMER][NEUTRAL] It is Cardiovascular Medicine Associates.
[AGENT][NEUTRAL] OK, alright, thank you, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, policy number is 02125423.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth [PII].
[AGENT][POSITIVE] Thank you Miss. Alright, and let me check the benefits for office.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. This one does have a, um, decisions writer which it pays $25 per visit, maximum of 4 visits per person per calendar year.
[CUSTOMER][NEUTRAL] OK. Has she used any of those visits?
[AGENT][NEUTRAL] It started all over again on this year. I can check, but more than likely they have not. Um, let me just go ahead and check. One moment.
[AGENT][NEUTRAL] No, as of today she has not used her benefits for [PII].
[CUSTOMER][POSITIVE] Perfect. OK. OK. Well, thank you so much for your help. I appreciate it.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.