AccountId: 011433970860
ContactId: 2ec87d3f-f5e0-4249-99c2-6b0df039a4b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145589 ms
Total Talk Time (AGENT): 72689 ms
Total Talk Time (CUSTOMER): 39870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2ec87d3f-f5e0-4249-99c2-6b0df039a4b5_20250402T13:04_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm trying to get the eligibility benefits for a member who has an appointment with us today.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, could I first get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is my name, callback number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02569432
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Named [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][POSITIVE] Of let's say a favorite.
[AGENT][NEUTRAL] OK, let's see. Under this policy for office visits.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to $1000 per day and that's for the coinsurance and the deductible after the primary insurance processes the claim, but the co-pay for the um office visit is not covered.
[CUSTOMER][NEUTRAL] OK, can I get um a reference or confirmation number for this call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope, that is all. Thank you so much. Have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] But