AccountId: 011433970860
ContactId: 36a383e0-2e19-4f74-887c-6101af08cc72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169479 ms
Total Talk Time (AGENT): 77879 ms
Total Talk Time (CUSTOMER): 60045 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/36a383e0-2e19-4f74-887c-6101af08cc72_20250204T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Eminent Health for eligibility and benefits, please.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on eligibility and benefits today. What's the policy number?
[CUSTOMER][NEUTRAL] It is 002343202.
[AGENT][POSITIVE] Alright thank you so much let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there
[AGENT][NEUTRAL] What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date on here is [PII].
[CUSTOMER][POSITIVE] Perfect. Any specialist office copay?
[AGENT][NEUTRAL] Uh, no copay. The patient has what we call limited benefit plan, so this is going to pay just a set amount towards what they're being seen for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Are they limited uh amount of visits for the year or no?
[AGENT][POSITIVE] Yeah, there probably is. Let me double check that for you here. One second, [PII], no worries.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] yeah it
[CUSTOMER][NEUTRAL] The morning
[CUSTOMER][NEUTRAL] so we'll walk you out right here.
[CUSTOMER][NEUTRAL] or you know.
[AGENT][NEUTRAL] Alright, thank you so much for your patience on that. So it looks like they, they are limited to 5 visits per calendar year and the benefit payment for the visit is $75.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And have they used any of those visits this year?
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] dollars
[CUSTOMER][NEUTRAL] I wonder if.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, looks like they have all the visits to you still for the year.
[CUSTOMER][POSITIVE] Perfect and I have a PO box for claims of [PII].
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] And, and I titled this as APL or IMA?
[AGENT][NEUTRAL] Those claims actually go to IMA.
[CUSTOMER][POSITIVE] Perfect. And uh reference number for the call, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], which is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a great rest of your day.
[AGENT][NEUTRAL] You too bye bye.