AccountId: 011433970860
ContactId: 134d81c5-4db9-4b3b-aaca-1decf9e5ab47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136300 ms
Total Talk Time (AGENT): 60671 ms
Total Talk Time (CUSTOMER): 49342 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/134d81c5-4db9-4b3b-aaca-1decf9e5ab47_20250108T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is [PII]. I'm calling from Vitality MD's gynecology office. I was calling to, um, verify benefits on a.
[CUSTOMER][NEUTRAL] And your patient
[AGENT][NEUTRAL] OK, and may I have your callback number if we are disconnected please [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and please verify, excuse me, may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02563714
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information and you're calling for eligibility, is that correct, please, [PII]?
[CUSTOMER][POSITIVE] Yes, and benefits.
[AGENT][NEUTRAL] OK. Um, the patient shows effective as of [PII] and this policy shows active.
[AGENT][NEUTRAL] And would it be a benefit for I'm sorry, an office visit?
[CUSTOMER][NEUTRAL] Uh, yes, mhm.
[AGENT][POSITIVE] OK, thank you so much one moment please.
[CUSTOMER][NEUTRAL] you know,
[AGENT][NEUTRAL] OK, thank you. Please note verification of benefits provided does not guarantee payment for a physician's office, whether with a PCP or specialist, we will pay $50.50 max per visit. The member is allowed 4 visits per year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The $50 max per visit and 4 visits per year.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, so there's no like deductible or co-pay, um, applicable, OK.
[AGENT][POSITIVE] Um, correct.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for the call?
[AGENT][NEUTRAL] We do not use reference numbers, [PII]. I'm sorry, but please use my name [PII] last initials [PII] and today's date.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much have a good day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling ATL. Take care bye bye.
[CUSTOMER][NEUTRAL] OK I