AccountId: 011433970860
ContactId: 0a4656d8-b3a1-41d1-80e9-f078341a1b16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186270 ms
Total Talk Time (AGENT): 61938 ms
Total Talk Time (CUSTOMER): 66762 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0a4656d8-b3a1-41d1-80e9-f078341a1b16_20250611T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, [PII]. I'm calling from a provider's office and I just wanted to verify, um, if a patient has um an open benefit claim.
[AGENT][NEUTRAL] So are you calling for a claim status or you're calling for eligibility?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, uh, give me a moment.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] No one.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, so they gave me.
[CUSTOMER][NEUTRAL] Um 02.
[CUSTOMER][NEUTRAL] 603-763
[AGENT][POSITIVE] OK, thank you. Give me one.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] the direct line.
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, it shows effective date of [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK. And with this um plan, does it cover like her co-insurance or co-pay from her primary insurance?
[AGENT][NEUTRAL] Uh, yes, ma'am, for services performed in an outpatient facility or inpatient in a hospital.
[CUSTOMER][NEUTRAL] Um, outpatient physical therapy.
[AGENT][NEUTRAL] Uh, that is covered on the policy, um.
[AGENT][NEUTRAL] Wait a moment.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just verification of coverage. Patient has an outpatient benefit max up to $4000 per calendar year.
[CUSTOMER][NEUTRAL] Up to 4000.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] And I think that's pretty much it. Um, the only thing I need is um just a reference number, [PII]. Thank you so much.
[AGENT][NEUTRAL] Oh, you're welcome. Uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Um, [PII] or [PII]
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much in today's date. Perfect. Thank you so much, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Bye.