AccountId: 011433970860
ContactId: 18df1bb5-b441-4677-b866-5adaf7c7f165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132199 ms
Total Talk Time (AGENT): 55131 ms
Total Talk Time (CUSTOMER): 44795 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/18df1bb5-b441-4677-b866-5adaf7c7f165_20250115T14:59_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a provider's office. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And [PII], is this for service in the doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, the policy number is 02024680 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then our telephone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK, let me read this one. Give me one second.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] That's 217.
[AGENT][NEUTRAL] 542 7.
[AGENT][NEUTRAL] The policy effective date is [PII].
[AGENT][NEUTRAL] This policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this is for the office visit?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, this would be their secondary.
[AGENT][NEUTRAL] So under this Paul.
[AGENT][NEUTRAL] Correct. So under this policy, it covers inpatient hospital and outpatient only. Service in a physician's office is not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, and may I have your name please?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] and first initial of my last name is [PII]. And any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.