AccountId: 011433970860
ContactId: 360b2c36-b76d-4362-8005-8a89b78d1090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163940 ms
Total Talk Time (AGENT): 48618 ms
Total Talk Time (CUSTOMER): 68962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/360b2c36-b76d-4362-8005-8a89b78d1090_20250108T14:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Uh, APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office to check on the eligibility status. Please be the call will be recorded and monitored for quality purpose.
[AGENT][NEUTRAL] I could barely hear you. Could you repeat your name, please? It's like a, you're close to the phone or something? I'm not sure.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. My name is [PII] calling from the provider office.
[AGENT][NEUTRAL] And can I have a callback number for you and the policy number you're calling for benefits or claim status?
[CUSTOMER][NEUTRAL] Calling for the benefits, uh, like eligibility, and the callback number is [PII].
[AGENT][NEUTRAL] And the policy number of the member?
[CUSTOMER][NEUTRAL] 02504912 M as in Mike L as in Lima 17.
[AGENT][NEUTRAL] Thank you [PII]. Could you verify the patient's name and date of birth that you're inquiring eligible for?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for outpatient inpatient office visit?
[CUSTOMER][NEUTRAL] Uh, checking on the eligibility for
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This member has outpatient benefits of $6000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, can you please provide me the effective date and the date.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is currently active, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, can you please provide me the card reference number for this number?
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Oh yes, sure, thank you. Thank you so much for the information you have provided me. Thank you. Have a good day. Bye bye. Take care.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Mhm.