AccountId: 011433970860
ContactId: 0a9ff6f4-d868-42e6-9010-361729f69e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189679 ms
Total Talk Time (AGENT): 58038 ms
Total Talk Time (CUSTOMER): 51980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0a9ff6f4-d868-42e6-9010-361729f69e39_20250110T16:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to get the eligibility and benefits of a um.
[CUSTOMER][NEUTRAL] Of a patient?
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. I can fax over the benefits and the fee schedule to you.
[CUSTOMER][POSITIVE] Sure, that's perfect.
[AGENT][NEUTRAL] OK, thank you. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], callback number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02546650.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [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. And what's your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it.
[CUSTOMER][NEUTRAL] OK, uh, I have a general question. Is there, would do you know if this is considered her primary?
[AGENT][NEUTRAL] Yes, ma'am. I'm showing that it was primary.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] It is primary and is there any waiting periods?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. No, ma'am. I'm not showing any.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that isn't it. I'll just wait for the fax.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you.