AccountId: 011433970860
ContactId: 0b401dd1-f2f6-4886-a983-6956ee14452c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171250 ms
Total Talk Time (AGENT): 73246 ms
Total Talk Time (CUSTOMER): 56752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0b401dd1-f2f6-4886-a983-6956ee14452c_20250424T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits of eligibility for one of our patients, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, ma'am. I could barely hear you.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] And a good callback, [PII].
[AGENT][NEUTRAL] Number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 01611546 M as in Mike, L as in Liam, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] Yes, of course it's gonna be.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's gonna be, sorry, for the patient [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you 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]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's the outpatient benefits and office visit as well.
[AGENT][NEUTRAL] OK, for outpatient services, we cover up to 1500 per calendar year and for office visits, that's for the co-insurance and the deductible only. The co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, and how much has been accumulated from the 1500?
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] Um, the full amount is available. He hasn't used any of his benefits this year.
[CUSTOMER][POSITIVE] Perfect thank you so much. The reference number would be your name and today's date, correct?
[AGENT][NEUTRAL] Right. And my name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much. You have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL um bye.
[CUSTOMER][NEUTRAL] Mm