AccountId: 011433970860
ContactId: 137dca23-0274-4577-a84f-33c9405a086d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123120 ms
Total Talk Time (AGENT): 49300 ms
Total Talk Time (CUSTOMER): 73908 ms
Interruptions: 4
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/137dca23-0274-4577-a84f-33c9405a086d_20250109T16:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL. my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Doctor [PII]'s office regarding mutual patient wanting to check eligibility and benefit please.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility. um, can you repeat your first name for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] And if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's gonna be [PII] and that's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 02272823
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, so the charges are.
[CUSTOMER][NEUTRAL] It's gonna be for Miss [PII]. Date of birth [PII] mhm.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the 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] Outpatient benefit ma'am.
[AGENT][NEUTRAL] I do show the outpatient calendar, your maximum is $2550.
[CUSTOMER][NEUTRAL] OK, and that uh covers only for any procedures done, correct?
[AGENT][NEUTRAL] For outpatient? You mean in a doctor's office?
[CUSTOMER][NEUTRAL] In a doctor's office, yes ma'am.
[AGENT][NEUTRAL] Yes, only treatment and procedures at the office. It doesn't, um, include the co-pay associated with the physician's charges.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alrighty, so then per patient will be charged of the co-pay and they have uh 2550 and nothing has been used as of today.
[AGENT][NEUTRAL] Not that we know of, no.
[CUSTOMER][NEUTRAL] We'll see you next
[CUSTOMER][NEUTRAL] Alrighty and then can I get a good reference number for this call, [PII]?
[AGENT][NEUTRAL] Reference is just my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am. That would be it for today. Thank you so much, [PII]. You have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Right.