AccountId: 011433970860
ContactId: 29bb9352-2ca3-4c4e-8652-10883dad6e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126519 ms
Total Talk Time (AGENT): 58759 ms
Total Talk Time (CUSTOMER): 54939 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/29bb9352-2ca3-4c4e-8652-10883dad6e89_20250108T19:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'm calling just to get um eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Could you pronounce your name?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Can I have a policy, a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Number will be [PII] policy number 02552722.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's balance.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um, the place of service, um, what is that?
[AGENT][NEUTRAL] Inpatient, outpatient, office visit, diagnostic testing?
[CUSTOMER][NEUTRAL] It'll be um.
[CUSTOMER][NEUTRAL] I'm sorry, outpatient.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. You're calling to verify outpatient benefits. The member has outpatient benefits of $2500 22,550 dollars per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy so.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They cannot
[CUSTOMER][NEUTRAL] Whatever
[CUSTOMER][NEUTRAL] And has the patient used any of this amount?
[AGENT][NEGATIVE] The member has not utilized any of their benefits since [PII].
[CUSTOMER][NEUTRAL] OK got it alrighty then um I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII], and today's date as a reference, [PII] because we don't provide reference numbers unfortunately.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Got it. Alrighty then well that's all I was needing to know for today.
[AGENT][POSITIVE] Thanks for calling APM. Have a good day. Bye.
[CUSTOMER][POSITIVE] Likewise, thank you.