AccountId: 011433970860
ContactId: 2c25b991-d35e-40b1-9f6d-918eb682c1c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145550 ms
Total Talk Time (AGENT): 49941 ms
Total Talk Time (CUSTOMER): 47817 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/2c25b991-d35e-40b1-9f6d-918eb682c1c9_20250505T14:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] calling from provider office looking for eligibility and benefit for the patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, the callback number is.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] The policy number is 00750494.
[AGENT][POSITIVE] Patience, I'm sorry, repeat that for me.
[CUSTOMER][NEUTRAL] 00750494.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] For outpatient benefit.
[AGENT][NEUTRAL] And where will treatment take place?
[CUSTOMER][NEUTRAL] I need the PCP office specialist office visit benefit.
[AGENT][NEUTRAL] OK, patient has.
[AGENT][NEUTRAL] Benefits for treatment in an office or clinic setting. Patient has 5 excuse me, 4 visits per calendar year and the benefit amount is, one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] $75 per visit.
[CUSTOMER][NEUTRAL] OK, the copay amount is $75 per visit.
[CUSTOMER][NEUTRAL] And any coincidence?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] No, that's the benefit amount is $75 per visit.
[CUSTOMER][NEUTRAL] OK. Any detective one?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you for your assist. That's all that was the information I need today and have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.