AccountId: 011433970860
ContactId: 29cbf0d5-0d71-4cba-9641-82d82748271c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95500 ms
Total Talk Time (AGENT): 38836 ms
Total Talk Time (CUSTOMER): 50700 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/29cbf0d5-0d71-4cba-9641-82d82748271c_20250428T14:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from BJC Medical Group. I am calling to verify benefits for a patient of ours.
[AGENT][POSITIVE] Sure, ma'am, but can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh huh. Phone number is [PII]. Uh, let's see here, policy certificate number is 01742604. Group number 21729.
[CUSTOMER][NEUTRAL] Uh, the insured name is [PII].
[CUSTOMER][NEUTRAL] And um we're calling on his wife [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] [PII], do you call to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, this is for a doctor's office visit for her annual appointment.
[AGENT][NEUTRAL] Thank you. So this policy has been active since [PII] and it's currently active. This member's policy does not cover office visits, however, it does have outpatient benefits and the treatment received in the office falls under the outpatient benefits.
[CUSTOMER][NEUTRAL] Got you. This is her her secondary, so that should be OK. You said [PII] of what year?
[AGENT][NEUTRAL] And her outpatient benefits is $7150 per calendar year.
[AGENT][NEUTRAL] Policy became the [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] [PII]. Perfect, thank you so very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.