AccountId: 011433970860
ContactId: 1aa8f5e8-ca1b-434c-8c13-21a58a52b3b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192580 ms
Total Talk Time (AGENT): 82800 ms
Total Talk Time (CUSTOMER): 36640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1aa8f5e8-ca1b-434c-8c13-21a58a52b3b3_20250512T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] calling from Village Medical. I was calling to check eligibility and benefits on a patient.
[AGENT][NEUTRAL] All right. Happy to check on benefits and eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is the member ID number is 02156058.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. Uh, the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, and benefits for PCP?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, bear with me one moment. I just gotta pull this policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK let's see.
[AGENT][NEUTRAL] Right, so the patient's plan has an outpatient physician's office visit indemnity benefit. Uh, patient is allowed a maximum of 5 visits in a calendar year, and the plan is gonna pay a total of $50 towards the office visit.
[CUSTOMER][NEUTRAL] OK, has he used any office visits?
[AGENT][NEUTRAL] Let me double check here and see what they've used.
[AGENT][NEUTRAL] I don't show any visits used so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does the plan cover any preventatives?
[AGENT][NEUTRAL] Uh, yeah, so it does have like, um, if they're going to have any sort of wellness testing or anything like that, it will pay $100 towards any sort of wellness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And can I have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], that's [PII] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.