AccountId: 011433970860
ContactId: 0f8657f1-7615-4a28-acc4-63d4a9edd689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187250 ms
Total Talk Time (AGENT): 73558 ms
Total Talk Time (CUSTOMER): 35408 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0f8657f1-7615-4a28-acc4-63d4a9edd689_20250113T17:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, this is [PII] at Doctor [PII]'s office. I needed to check on a patient's eligibility.
[AGENT][POSITIVE] Oh, I'd love to help you with eligibility today, Ms. [PII], and do you mind if real quick I grab a great callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And what's your member's policy number today?
[CUSTOMER][NEUTRAL] It is 1 2nd.
[CUSTOMER][NEUTRAL] 632.
[CUSTOMER][NEUTRAL] 142.
[AGENT][NEUTRAL] 632142?
[CUSTOMER][NEUTRAL] 632142, yes.
[AGENT][POSITIVE] Thank you so much, and give me just a moment to get that policy pulled up.
[AGENT][NEUTRAL] Would you be able to verify for me, please, Ms. [PII], your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. It looks like Ms. [PII] is current and active. She has an effective date of [PII].
[AGENT][NEUTRAL] Um, are you needing any other information as far as the eligibility goes?
[CUSTOMER][NEUTRAL] Yes, does she have a deductible?
[AGENT][NEUTRAL] OK, yeah, I can pull up some benefit information. Hang on one second.
[AGENT][NEUTRAL] All right, thank you for your patience while I got that pulled up. Um, I do want to let you know any benefit information I give you over the phone, that was just a verification of coverage and never guarantee of payment. It looks like um she does have a deductible. It's $50 per person and, um, it does not apply to exams or pro fees.
[CUSTOMER][NEUTRAL] OK, and what do you cover on a 2330?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like for $2330 we cover $30.
[CUSTOMER][NEUTRAL] And she does have a deductible.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Hey, yeah, it's my pleasure. Is there anything else I can do for you my friend?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright perfect well thank you so much for calling us at APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] My pleasure.