AccountId: 011433970860
ContactId: 2157098b-c803-441f-8d88-6151919747a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258040 ms
Total Talk Time (AGENT): 89814 ms
Total Talk Time (CUSTOMER): 62982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2157098b-c803-441f-8d88-6151919747a9_20250509T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good I'm calling to verify your patient's insurance and to get benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes. It's 60801.
[AGENT][NEUTRAL] So that is actually our payer ID. Do you have a copy of the member's ID card there with you?
[CUSTOMER][NEUTRAL] Um, let me take a look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm so sorry. They, they call me they were adding it to the system but they didn't add it for.
[AGENT][NEUTRAL] OK, um, well, I can look the
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can also look the policy up with the full social if you have it or the member's first and last name.
[CUSTOMER][NEUTRAL] OK. I have, um, I have his first and last name. Um it's, the first name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm just waiting for the policies to populate. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the spelling of the first name was [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK. So I just located the policy. And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 255.
[AGENT][NEUTRAL] 4577.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. The policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um I wanted to know if, if with this policy if it covers um diagnostic testing done in, in the office.
[AGENT][NEUTRAL] Um, so under outpatient, um, the policy will pay up to $1500 per calendar year. Now the policy itself doesn't have any in-office coverage, but they do have the office treatment rider. So any treatment in the office um could be covered as long as it's not cosmetic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do, do, does he have any accumulations?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] And for [PII], none of the benefits have been used yet.
[CUSTOMER][POSITIVE] OK, perfect. Alright. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great weekend, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.