AccountId: 011433970860
ContactId: 18ead610-7501-4023-bfc8-7b0cef1c7fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98160 ms
Total Talk Time (AGENT): 49780 ms
Total Talk Time (CUSTOMER): 38371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/18ead610-7501-4023-bfc8-7b0cef1c7fa2_20250520T19:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, calling from a provider's office to check a benefits, uh, patient's benefit and eligibility.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Office
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you, yes I can.
[CUSTOMER][NEUTRAL] Can you hear me OK?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01960604 M as in Mary, L.
[CUSTOMER][NEUTRAL] 8, I assume.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[CUSTOMER][NEUTRAL] The
[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] Uh-huh
[CUSTOMER][NEUTRAL] Outpatient office visit to a specialist.
[AGENT][NEUTRAL] OK, I do show the treatment and procedures that the visit will be covered under the outpatient with the calendar year maximum of $7350. The co-pay associated with the physician's charges would not be covered.
[CUSTOMER][NEUTRAL] Which medication is it your?
[CUSTOMER][NEUTRAL] OK, what is
[CUSTOMER][NEUTRAL] OK, so she is responsible for the copay.
[AGENT][NEUTRAL] Correct, anything else would be covered at 100% up to that maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and what's your name?
[AGENT][NEUTRAL] [PII] last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] [PII].