AccountId: 011433970860
ContactId: 227afaeb-777a-4c05-b55d-3b2b2ee618be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154419 ms
Total Talk Time (AGENT): 69988 ms
Total Talk Time (CUSTOMER): 75112 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/227afaeb-777a-4c05-b55d-3b2b2ee618be_20250123T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATO this is.
[CUSTOMER][NEUTRAL] Hello. Good morning, [PII]. This is [PII]. I'm calling from Mount China Medical Center. I would like to check eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Sure, it would be [PII].
[AGENT][POSITIVE] Thank you very much. What is the policy number please for the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It would be 01791409.
[AGENT][NEUTRAL] OK, let me repeat that to you [PII]. I have that as 01791409.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Thank you. I verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Verification and.
[CUSTOMER][NEUTRAL] Absolutely, it would be uh [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you very much for the verification process. You're calling for both eligibility and benefits would this be for outpatient?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] It is um yeah, outpatient.
[AGENT][NEUTRAL] OK, I can assist you with that. This policy shows effective as of [PII]. Policy shows active as a supplemental medical.
[AGENT][NEUTRAL] And for outpatient benefits, please note verification of benefits provided as that guarantee payment.
[AGENT][NEUTRAL] We have a, excuse me, she has a benefit that pays up to $500 max per occurrence, which means for the same related conditions every 90 days, we pay up to $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, I think that would be everything for now, uh, and you, uh, would you mind to, uh, provide the call reference number?
[AGENT][NEUTRAL] We do not provide my reference numbers for you. You can use my name and today's date. Uh, my last initial is [PII].
[CUSTOMER][NEUTRAL] We do
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and just one question, and, uh, by any chance, do you have a timely filing limit?
[AGENT][NEGATIVE] No, there is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm trying to find it.
[CUSTOMER][POSITIVE] Alright, thank you very much then one once again for your help, for your time. I hope you, you have a good day.
[AGENT][POSITIVE] You as well as you go. Thank you for calling APL and take care. Bye.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Bye bye.