AccountId: 011433970860
ContactId: 347c230b-7506-4a76-a4c0-5bb8d0541ab2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176639 ms
Total Talk Time (AGENT): 59045 ms
Total Talk Time (CUSTOMER): 56711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/347c230b-7506-4a76-a4c0-5bb8d0541ab2_20250509T17:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] OK, and [PII], do you have, uh, what provider's office are you with?
[CUSTOMER][NEUTRAL] Lily Camp Medical Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] I do. It is 02446268.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Uh, looks like our policy is effective [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Is it for like an office visit or?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get her policy pulled up.
[AGENT][NEUTRAL] And this is not a guarantee of payment, it's a basic outline of the plan.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Also, she has two different coverages, so I wanted to see if you guys were primary, second, or secondary.
[AGENT][NEUTRAL] Um, this is a supplemental policy, so it would be.
[AGENT][NEUTRAL] Like a secondary supplemental policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, it looks like, let's see what she has.
[AGENT][NEUTRAL] Physician's office.
[AGENT][NEUTRAL] Uh, it looks like she has a physician's office benefit, uh, payable, maximum payable $50.
[AGENT][NEUTRAL] And that's 2 visits per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, uh, can I get a call reference number?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye