AccountId: 011433970860
ContactId: 29a16ff6-d50f-40c4-acd7-521c86c6965c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163470 ms
Total Talk Time (AGENT): 72403 ms
Total Talk Time (CUSTOMER): 62739 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/29a16ff6-d50f-40c4-acd7-521c86c6965c_20250623T19:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon and thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I was wondering if you could assist me in verifying a patient's eligibility.
[AGENT][NEUTRAL] Of course. May I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[AGENT][POSITIVE] Thank you so much [PII] and your call back number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]. I have no extension.
[AGENT][POSITIVE] OK, thank you so much. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have here is 02441932ML7.
[AGENT][NEUTRAL] OK, thank you very much. And to repeat and confirm, I have that as 02441932 ML 7.
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and you're calling to check eligibility. I can assist you with that. This number shows effective as of [PII], and this policy shows active as a secondary.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, [PII], would you be able to tell me if with this, uh, plan, if the patient has like an outpatient annual amount that they'd be able to go towards their co-payments for any appointments?
[AGENT][NEUTRAL] Would this be for an office setting or a facility?
[CUSTOMER][NEUTRAL] Uh, facility.
[AGENT][NEUTRAL] OK, I can provide benefits. One moment, please.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of up to $500 and that helps with the deductible, co-pay, and our co-insurance. Again, we pay up to $500 per calendar day.
[CUSTOMER][POSITIVE] OK, so it's a, it's a daily amount. OK, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much, [PII]. I really appreciate all of your help. May I just have the first letter to your last name as well as the reference number for this call?
[AGENT][POSITIVE] OK, you're welcome. We do not provide reference numbers, but my last initial is [PII]. You can use my name in today's state, and we thank you for calling us at APL. You have a great week.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye.