AccountId: 011433970860
ContactId: f815967d-51f9-489e-af30-2c04e199af38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236000 ms
Total Talk Time (AGENT): 81728 ms
Total Talk Time (CUSTOMER): 87978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f815967d-51f9-489e-af30-2c04e199af38_20250117T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. Uh, my name is [PII] and I'm calling you from the provider.
[CUSTOMER][NEUTRAL] Um, I, I need to verify this patient's, um, benefits, please.
[AGENT][NEUTRAL] All right, [PII], I'm happy to verify eligibility and benefits. What is the patient's policy number, please?
[CUSTOMER][NEUTRAL] Um, member's ID is 023.
[CUSTOMER][NEUTRAL] 703
[CUSTOMER][NEUTRAL] 32 M as in Mary, L as in Lola number 8.
[AGENT][POSITIVE] Thank you so much, and [PII], do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you. And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, this is for Bea.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date is [PII]. Or the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEGATIVE] So deductible, co-pays?
[AGENT][NEUTRAL] Mhm. And co-insurance. Uh-huh.
[CUSTOMER][NEUTRAL] OK. So you do, do you cover office visits?
[AGENT][NEUTRAL] Um, let me double check and see if this particular plan covers the office visit fee or just treatment. One second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like the member's plan would cover any sort of treatment necessary. It does not cover the office visit fee.
[CUSTOMER][NEUTRAL] No office patients. OK.
[CUSTOMER][NEUTRAL] I mean, um, when I said office visit, I mean co-pay.
[AGENT][NEUTRAL] Correct, it's not going to cover that.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, I think that's, I, I heard that before. That's what I was. All right. And um the address that I have for claims is [PII].
[CUSTOMER][NEUTRAL] [PII], ZIP code?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can we send the claim electronically?
[AGENT][NEUTRAL] Yeah, I can give you the payer ID.
[CUSTOMER][NEUTRAL] Oh please, yeah.
[AGENT][NEUTRAL] Uh, Payer ID is gonna be 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[AGENT][NEUTRAL] Yes, ma'am. Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You told me your name, but I forgot. Could you repeat your name for me, please?
[AGENT][NEUTRAL] That's OK. My name is [PII], that is spelled [PII] Last initial to my name is [PII]. That's gonna be the call reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's gonna be the referendum. OK. Appreciate your help. Thank you. Hope you have a good weekend.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] That