AccountId: 011433970860
ContactId: 11b8234f-c16b-44df-9785-1ec046ece0cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104059 ms
Total Talk Time (AGENT): 52697 ms
Total Talk Time (CUSTOMER): 46795 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/11b8234f-c16b-44df-9785-1ec046ece0cf_20250228T15:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I need your eligibility and benefits for a patient please.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 250-0293.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised verification of coverage is not a guarantee of payment. I do show the policy is currently active, effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it'd be office visits, so outpatient office visit.
[AGENT][NEUTRAL] Now, I do show this policy does not have benefits for treatment in an office or clinic setting unless the diagnosis is cancer.
[CUSTOMER][NEGATIVE] Uh, it is cancer.
[AGENT][NEUTRAL] Oh, OK, well then they do have um uh benefits for treatment in an office that will come out from the outpatient and I'm sure on the calendar year max is $2500.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh really? OK. And, and then y'all pay up to that 2500.
[AGENT][NEUTRAL] Up to that amount.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] What, OK, OK. All right. Has he met any of that, do you know?
[AGENT][NEUTRAL] He hasn't used any, so he has the full amount available.
[CUSTOMER][NEUTRAL] He isn't you.
[CUSTOMER][POSITIVE] OK. All right. That's all I needed to know. Thank you.
[AGENT][POSITIVE] Well thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.