AccountId: 011433970860
ContactId: f8d8875e-0233-4d47-969f-d9424b3d1005
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115680 ms
Total Talk Time (AGENT): 62675 ms
Total Talk Time (CUSTOMER): 35986 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f8d8875e-0233-4d47-969f-d9424b3d1005_20250217T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't get your name.
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Hey, Ay, my name is [PII]. I'm calling from NMed, and I was just calling to verify coverage for a member.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Uh-huh, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] I just had it up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02587162
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] How often is it?
[AGENT][NEUTRAL] OK, for treatment provided in office, we cover up to $500 per day and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well I thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks.