AccountId: 011433970860
ContactId: 1dd78e58-b4e6-427c-903c-d93b40682c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118760 ms
Total Talk Time (AGENT): 44221 ms
Total Talk Time (CUSTOMER): 48303 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1dd78e58-b4e6-427c-903c-d93b40682c18_20250429T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Elina Health, and I am calling regarding um one of our patients um eligibility.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Let's see here 02406141.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, just if she has any co-pays on this one.
[AGENT][NEUTRAL] Is this for inpatient, outpatient or an office? OK, no problem, I can assist you with that.
[CUSTOMER][NEUTRAL] For a physician visit.
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] And for this member, you're calling in for office visit benefits verification of coverage does not guarantee the payment of the claim. For this policy, it is showing that the member does not have that benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's see here.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Through this one she doesn't have office visit benefits.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.