AccountId: 011433970860
ContactId: 359bbeb2-bdf2-47f0-8d5b-56e47854c5d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155970 ms
Total Talk Time (AGENT): 90609 ms
Total Talk Time (CUSTOMER): 39061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/359bbeb2-bdf2-47f0-8d5b-56e47854c5d5_20250124T19:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the provider's office to get benefits on a member.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02363958 ML 8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it'd be my pleasure to assist you with the eligibility. Now, this policy.
[AGENT][NEUTRAL] [PII], termed on [PII]. She does have active coverage under another policy. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] That policy number is 253.
[AGENT][NEUTRAL] 8221, with the effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary policy to her major medical.
[AGENT][NEUTRAL] And I understand you were needing benefits as well.
[CUSTOMER][NEUTRAL] Yes please for office uh visit.
[AGENT][NEUTRAL] And what
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] I, now for this policy, she does not have benefits to cover her office visit co-pay.
[AGENT][NEUTRAL] She does have benefits if any procedures or treatments are performed in a doctor's office, but none for the office visit.
[CUSTOMER][NEUTRAL] Oh, OK, no problem, and can I get the claims address? Would it be the same claims address here?
[AGENT][NEUTRAL] It would be the [PII].
[CUSTOMER][NEUTRAL] Yes, yes, OK, perfect. Is there a reference number for the call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Well, it's been my pleasure to help you with those benefits. [PII] [PII], thank you for calling APL and have a wonderful day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye bye.