AccountId: 011433970860
ContactId: 352ce107-7c15-42df-97c2-3d8135125387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167669 ms
Total Talk Time (AGENT): 87856 ms
Total Talk Time (CUSTOMER): 42378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/352ce107-7c15-42df-97c2-3d8135125387_20250415T13:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ABM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That's hi. I need to verify eligibility on the patient.
[AGENT][NEUTRAL] OK, eligibility. And may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK [PII], thank you and your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01603406
[AGENT][NEUTRAL] OK, and to repeat and confirm, I have that as 01603406.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much and you're calling to verify eligibility. Would you need benefits for her as well?
[CUSTOMER][POSITIVE] Correct. Yes.
[AGENT][NEUTRAL] OK, would it be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient specialist office visit.
[AGENT][NEUTRAL] OK, one moment please. Um, she shows effective as of [PII] this policy shows active and for office visits. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] This policy does not have a benefit to cover for an office visit either with a PCP or a specialist. Um, she does have a writer to help with services or procedures inside the doctor's office, but not for the office visit itself.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Does it cover any imaging?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Or diagnostic testing, you know.
[AGENT][NEUTRAL] Yes ma'am, and for that benefit, um, please note verification of benefits provided does not guarantee payment. It will we pay up to $500 for the calendar year for covered services for outpatient, and I can check to see if anything has been accumulated towards that if you like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Currently she has accumulated $197.40.
[CUSTOMER][NEUTRAL] 1974 OK and this is just for the testing correct?
[AGENT][MIXED] Correct, not for the office visit.
[CUSTOMER][NEUTRAL] OK, alright, do you have a reference number?
[AGENT][NEUTRAL] No, but you can use my name [PII] last initial [PII], and today's date. Do you need any information as far as claim submission?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. bye.
[CUSTOMER][NEUTRAL] Mhm you too.