AccountId: 011433970860
ContactId: 0b064eef-0627-4b89-b2af-c080ca3accb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206380 ms
Total Talk Time (AGENT): 94053 ms
Total Talk Time (CUSTOMER): 51722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0b064eef-0627-4b89-b2af-c080ca3accb7_20250210T16:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to verify eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02576458.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, do you show a different
[CUSTOMER][NEUTRAL] We have her last name as well, yeah, on the card it says [PII] though.
[AGENT][POSITIVE] Yes, that's what I shall.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And then date of birth [PII].
[AGENT][NEUTRAL] Yes, what city and state does she reside?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we show as well, OK, and so we're verifying eligibility and then.
[AGENT][NEUTRAL] Uh, benefits, is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, no, ma'am, she was seen in the emergency room at the hospital.
[AGENT][NEUTRAL] OK, ER, OK, I can get that information for you so I'm showing the policy effective date is [PII]. Policy is active at this time.
[AGENT][NEUTRAL] And for.
[AGENT][NEUTRAL] An emergency room benefit, one moment.
[AGENT][NEUTRAL] OK, so I'm showing a benefit of up to $75.
[AGENT][NEUTRAL] Per visit?
[AGENT][NEUTRAL] Um, maximum visits per calendar year.
[AGENT][NEUTRAL] Or 5 looks like this to be this is an individual policy.
[AGENT][NEUTRAL] And I don't show any of the office visits, um.
[AGENT][NEUTRAL] Or emergency room visit that falls under the outpatient sickness writer, um, but I don't show any visits used at this time so the 5 are available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I?
[AGENT][NEUTRAL] And of course information provided is verification, not a guarantee of payment.
[AGENT][NEUTRAL] Go ahead, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can I get your name and a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's status reference. It's [PII], first initial of my last name is [PII]. And any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that is it. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.