AccountId: 011433970860
ContactId: 2572e362-62b8-4b30-9335-144cad7d7ffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118339 ms
Total Talk Time (AGENT): 37947 ms
Total Talk Time (CUSTOMER): 42409 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2572e362-62b8-4b30-9335-144cad7d7ffc_20250417T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Eye Surgery Associates. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good thank you. I'm calling to verify eligibility and benefits for the patient uh for a specialist doctor office visit.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 02543839.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. I show the policy is effective [PII]. It's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me pull up her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like she has a $500 per covered person per calendar day benefit for outpatient services. So it won't actually cover the office visit.
[CUSTOMER][POSITIVE] Oh, it will cover, right? Yes. Perfect. OK then, thank you so much. Have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.