AccountId: 011433970860
ContactId: 0685f58f-b4f8-47d9-b22a-732164f89b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144770 ms
Total Talk Time (AGENT): 46966 ms
Total Talk Time (CUSTOMER): 62158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0685f58f-b4f8-47d9-b22a-732164f89b83_20250611T16:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes. Hi, good morning. This is [PII]. I am calling from Cedars Heart uh Clinic.
[CUSTOMER][NEUTRAL] Uh, I just need help for the eligibility and benefits for our mutual patient, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] One moment. 1988266?
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, office visit, outpatient.
[AGENT][NEUTRAL] I do show for office visits.
[CUSTOMER][NEUTRAL] Specialist
[AGENT][NEUTRAL] The calendar year maximum for outpatient is $3000 and that covers the treatment and procedures at the visit. It does not include the co-pay associated with the um physician's charges.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Is this a secondary?
[AGENT][NEUTRAL] Yes, we're the gap insurance.
[CUSTOMER][POSITIVE] OK, perfect. And uh
[CUSTOMER][NEUTRAL] OK. All right. Um, I believe that's all I needed for that. What's your name again, sorry?
[AGENT][NEUTRAL] It's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] S like
[CUSTOMER][NEUTRAL] [PII]. OK. Uh, oh, I'm sorry. Could you repeat the, um,
[CUSTOMER][NEUTRAL] Effective date again. I heard you say [PII]. Is, is that too current, is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you for your help today, [PII]. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.