AccountId: 011433970860
ContactId: 15f0a0a5-2b6d-4f41-8191-69ce7d7cbf13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146690 ms
Total Talk Time (AGENT): 72648 ms
Total Talk Time (CUSTOMER): 43607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/15f0a0a5-2b6d-4f41-8191-69ce7d7cbf13_20250212T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I need to get a an eligibility and benefits faxed.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 607-8999
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you wanted to schedule a benefits faxed over to you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up the patient's file and then we can verify and then get that faxed over to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The schedule of benefits will include the, you know, calendar maximum, the deductible information.
[AGENT][NEUTRAL] The common limitations and exclusions.
[AGENT][NEUTRAL] Um, it'll list the payer ID number, fax number, and claims mailing address. Um, it'll list each procedure code that is covered under the policy. It'll give you the percentages, um, well, under this policy, the, it's a certain dollar benefit amount per procedure coded it's not $8140.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] It's gonna be about 6 pages including the cover sheet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should receive it, excuse me, within the next 55 to 7 minutes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] But he is active?
[AGENT][NEUTRAL] I show the policy active [PII]. It's currently active, yes ma'am.
[CUSTOMER][POSITIVE] Awesome all right thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. uh, [PII], you should receive the schedule here shortly.
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.