AccountId: 011433970860
ContactId: 04dff75c-d37a-490f-8ffd-0a8c60c13703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149619 ms
Total Talk Time (AGENT): 67527 ms
Total Talk Time (CUSTOMER): 56320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/04dff75c-d37a-490f-8ffd-0a8c60c13703_20250326T16:05_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm not sure if this is the correct line, but I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm yes, call back is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02473022 M as in Mary, L as in Larry, 8, just realized this sounded very similar, so M as in Mary, L as in Lima, sorry.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] No problem. And could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] 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] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, this is office visit, so it'd be, um, specialist.
[AGENT][NEUTRAL] OK. Actually, under this policy, services provided and office is not covered um unless it's for a cancer treatment.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then can I also, um, just get a, let me see if there's anything I'm finding, um, can I also just get a reference number and then also is there a group number for this?
[AGENT][NEUTRAL] Um, yes, ma'am. The group number is.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It is 23143.
[AGENT][NEUTRAL] And the reference number is my name and today's date. Um my name is [PII]. It's spelled [PII] My last initial is [PII], and today's date is the reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That is all thank you so much.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks.