AccountId: 011433970860
ContactId: 000bbd6d-e274-409e-92ec-d169507ce752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167979 ms
Total Talk Time (AGENT): 65937 ms
Total Talk Time (CUSTOMER): 45070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/000bbd6d-e274-409e-92ec-d169507ce752_20250116T16:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to verify eligibility and benefits for a patient of ours.
[AGENT][NEUTRAL] OK, and if I can get your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It's 02563476.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], it is [PII].
[AGENT][POSITIVE] All right, thank you for that information and how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Um, I just need a fax back of her eligibility and benefits.
[AGENT][NEUTRAL] OK, I can fax that to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me prepare the document. You should receive it within the next 5 minutes and I will say that she doesn't have any history on file.
[AGENT][NEUTRAL] So, let's see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm showing an effective date of [PII] and the policy is active at this time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and we've just sent the document over to you. You should receive it here shortly. Um, it will include, you know, the calendar max deductible information, um, common limitations, exclusions, the frequencies, um, the claims payer ID, mailing and fax number, and also the list each procedure code that's covered under this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, [PII], anything else?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.