AccountId: 011433970860
ContactId: 34859392-eefc-455d-a565-33e720b23ec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135550 ms
Total Talk Time (AGENT): 73509 ms
Total Talk Time (CUSTOMER): 28680 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/34859392-eefc-455d-a565-33e720b23ec9_20250604T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to check eligibility for patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02449811
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and is this for inpatient?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well, first, verify the patient's name and date of birth. I'm sorry.
[CUSTOMER][NEGATIVE] I don't believe so.
[CUSTOMER][NEUTRAL] It's OK, it's um.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And again, um, the effective date on the policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, let me see if I can tell.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It'd be outpatients
[AGENT][NEUTRAL] OK, for outpatient.
[CUSTOMER][NEUTRAL] Um, it's all I can do.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. For services that take place for services that takes place in an outpatient facility, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Cool. OK. Um, perfect. That's all I need. Thank you so much.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you.