AccountId: 011433970860
ContactId: 1f10d280-4d3b-47b2-af7a-cb146a0b8d1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192309 ms
Total Talk Time (AGENT): 49318 ms
Total Talk Time (CUSTOMER): 41648 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1f10d280-4d3b-47b2-af7a-cb146a0b8d1b_20250117T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Columbia Nephrology Associates. I was calling to check the eligibility of a patient, please.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02217767
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, thank you for that information, [PII], and we're just checking the effective date and if the policy is active.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I have that for you. The effective date is [PII]. Uh, this policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] Yes, I see that it's supposed to have like 5 visits per calendar year. Is it $75 per visit?
[AGENT][NEUTRAL] OK, so you now want the office visit benefit as well?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it is up to $75 per per visit and then a max of $5 per calendar year, and this information is verification, not a guarantee of payment. I'll check to see if any has been used this year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing any of the office visits used at this time.
[CUSTOMER][POSITIVE] OK, alrighty thank you very much that's all I needed to know.
[AGENT][POSITIVE] Alright [PII], no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh