AccountId: 011433970860
ContactId: 32665683-08d9-4093-966a-9b072a124214
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144360 ms
Total Talk Time (AGENT): 64215 ms
Total Talk Time (CUSTOMER): 42802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/32665683-08d9-4093-966a-9b072a124214_20250303T20:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling to verify a patient's eligibility and benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Can you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I have that policy number of the member that you're inquiring and if it's for today?
[CUSTOMER][NEUTRAL] 0, yeah, 02556462 ML 8.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], could you provide me the callback number again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] For an office visit?
[AGENT][NEUTRAL] The treatment received in the office falls under the outpatient benefits of $8700 per calendar year. However, the member's office visits are not covered under the policy. The member's policy doesn't cover office visits itself.
[AGENT][NEUTRAL] This is not a guarantee of benefits, just a disclaimer of the policies' coverage.
[CUSTOMER][NEUTRAL] OK, not office business.
[CUSTOMER][POSITIVE] OK, perfect. I'm sorry, what was the effective day that he had this plan?
[AGENT][NEUTRAL] This policy became effective I'm sorry, [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect, can I get a reference number?
[AGENT][NEUTRAL] Lady, we don't provide those. however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Can I have your name?
[AGENT][NEUTRAL] Of course, it's [PII] as stated in the beginning of the call. [PII] and today's date of the reference.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.