AccountId: 011433970860
ContactId: fce0b989-c680-401c-a1e2-8311f18c970a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176679 ms
Total Talk Time (AGENT): 68469 ms
Total Talk Time (CUSTOMER): 84477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/fce0b989-c680-401c-a1e2-8311f18c970a_20250220T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling you from Pub Urology Associates. We have a mutual patient, one of your members, uh, scheduled for a procedure in the office. You are a secondary for her, but I just wanna make sure, uh, she wants to know if, uh, when the primary insurance pay we can build the secondary and you will.
[CUSTOMER][NEUTRAL] Um, cover this whatever balances.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I can help you with the patient's benefits. Can I please get your callback number and the name of your facility one more time, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, my callback is [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] What else you need?
[AGENT][NEUTRAL] The name of your facility again one more time.
[CUSTOMER][NEUTRAL] Oh, we go by Palm Beach urology or Genesis Care.
[AGENT][NEUTRAL] OK, thank you so much and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, her name is [PII]. Last name is [PII]. It's [PII]. Birthday is [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] What we have here is 228-6119.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so looking at [PII]'s policy, I do show that she is active. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has, as you said, a supplemental insurance, um, that helps with deductible, co-pay and co-insurance only.
[CUSTOMER][NEUTRAL] Co-pay, deductible, car insurance, and co-pay.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it does not pick up anything um that's left over from the primary, it just helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And [PII], can I get a like a confirmation call on this, please?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII], OK [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect. I appreciate it. Thank you so much. You have a great day, OK?
[AGENT][POSITIVE] You too. Thank you for calling Ms. [PII]. You have a good day also. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.