AccountId: 011433970860
ContactId: 37bb7935-c916-49e8-91d2-2ae23a80870b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179830 ms
Total Talk Time (AGENT): 66009 ms
Total Talk Time (CUSTOMER): 48801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/37bb7935-c916-49e8-91d2-2ae23a80870b_20250626T13:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to verify uh eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a call back your, the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] T.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII], could you verify the patient's policy number?
[CUSTOMER][NEUTRAL] Can you, can you give me one moment? give me one moment. The doctor is calling.
[CUSTOMER][POSITIVE] Hello. Yeah, good morning.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] What's the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] OK. Uh, what else do you need?
[CUSTOMER][NEUTRAL] 1154776
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Calling to verify benefits and eligibility correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. What benefits are you inquiring about today?
[CUSTOMER][NEUTRAL] Specialist office visit. I know you're secondary to have it.
[AGENT][NEUTRAL] She has office
[AGENT][NEUTRAL] This member has offices, a physician writer under her policy which pays up to $25 per visit and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and she has 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Does she have uh visits left?
[AGENT][NEUTRAL] She has she has not utilized any of our benefits for [PII].
[CUSTOMER][NEUTRAL] OK. And you said, uh, if I understood correctly, you pay up to $25.
[AGENT][NEUTRAL] It's $25 per visit.
[CUSTOMER][NEUTRAL] Where is it? OK.
[AGENT][NEUTRAL] And this is not a guaranteed benefits just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] OK. All right. uh, can I get a call reference?
[AGENT][NEUTRAL] We don't provide those. However, you can use my name in today's date as a reference. My name is [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APR. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.