AccountId: 011433970860
ContactId: 2b28cf9b-9eb6-4c83-b8fe-c17ddba1aec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129210 ms
Total Talk Time (AGENT): 65537 ms
Total Talk Time (CUSTOMER): 45240 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/2b28cf9b-9eb6-4c83-b8fe-c17ddba1aec4_20250108T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to verify benefits for a member.
[AGENT][NEUTRAL] OK, and I'm sorry, may I have your first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII], thank you, and you're we're disconnected please.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your callback number if we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and may I.
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much. I'm sorry about that.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] That is 02341476.
[AGENT][POSITIVE] OK. And to repeat, I have that as 02341476. Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The patient's name is?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for the information, [PII]. You're calling for eligibility and benefits for inpatient or outpatient?
[CUSTOMER][NEUTRAL] It would be um for outpatient in the office.
[AGENT][POSITIVE] OK, thank you. I can help you with that. Give me one second to check that for you.
[AGENT][POSITIVE] OK, thank you so much for your patience. The policy shows effective as of [PII], and this policy shows active.
[AGENT][NEUTRAL] And for office setting, the patient does not have any benefits to cover an office visit fee or any services or procedures inside the doctor's office.
[CUSTOMER][NEUTRAL] OK, so no, um, coverage for benefits.
[AGENT][POSITIVE] Correct for office visit setting.
[CUSTOMER][NEUTRAL] For office benefits sorry I meant to say office benefit, OK, um, OK, and what was your name again?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII].
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] Uh, my name and today's date, please. Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] You too, [PII], thanks for calling ATL bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye bye.