AccountId: 011433970860
ContactId: 03cb2c49-bc2a-432e-8923-0658dc620b35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131929 ms
Total Talk Time (AGENT): 68790 ms
Total Talk Time (CUSTOMER): 37107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/03cb2c49-bc2a-432e-8923-0658dc620b35_20250221T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Palmetto Small Center. I was just needing to check on eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] That will be 02564053.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK. One moment. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK, uh, showing her effective date is [PII]. She is active on the policy.
[AGENT][NEUTRAL] Um, not a guarantee of payment, just verification coverage. The patient has a benefit max up to $500 per calendar year.
[AGENT][NEUTRAL] And there is a $50 deductible that is applied to everything but preventative services.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And if you like, I can send a fax back to you.
[CUSTOMER][POSITIVE] Oh yeah, that sounds great.
[AGENT][NEUTRAL] Oh, excuse me. OK, and what's your fax number?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that will be all.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.