AccountId: 011433970860
ContactId: 078f1868-f802-47e4-9051-57ff1ef97663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159009 ms
Total Talk Time (AGENT): 48856 ms
Total Talk Time (CUSTOMER): 52966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/078f1868-f802-47e4-9051-57ff1ef97663_20250409T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII] [PII], are you there?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with the provider's office. I just would like to verify benefits and eligibility on this patient.
[AGENT][NEUTRAL] OK, do you have a good callback number, [PII], and I can get benefits and eligibility.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do, uh, the policy number is 02506284.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's for [PII].
[AGENT][NEUTRAL] It's not a guarantee of payment, it's a basic outline of the policy. I show the policy is effective [PII] currently active.
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So they have a $7500 per covered person per calendar year maximum benefit.
[CUSTOMER][NEUTRAL] And do you have the accumulations on those?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, I don't show anything's been used this year.
[CUSTOMER][NEUTRAL] And it looks like from the last time we verified it does not look like the.
[CUSTOMER][NEUTRAL] Like a primary care office visit is covered. Are you able to verify that?
[AGENT][NEUTRAL] Yes, that's correct. The office visit is not covered.
[CUSTOMER][NEUTRAL] OK, but it does cover any other service for outpatient?
[AGENT][POSITIVE] Yes, treatment. Uh-huh. Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Can I have a reference number for the call?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] And [PII], do you spell your name [PII]?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][POSITIVE] [PII] excuse me, OK, awesome thank you so much have a good day.
[AGENT][POSITIVE] Thanks for calling APL you as well.