AccountId: 011433970860
ContactId: 37d025d3-0e14-4e5a-8251-5f03cbdadd58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178320 ms
Total Talk Time (AGENT): 68887 ms
Total Talk Time (CUSTOMER): 35790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/37d025d3-0e14-4e5a-8251-5f03cbdadd58_20250609T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify patients eligibility and benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a callback number.
[CUSTOMER][NEUTRAL] OK, name is [PII].
[CUSTOMER][NEUTRAL] Last initial [PII]
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] OK, it's 02582915.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office is it?
[AGENT][NEUTRAL] OK. One moment. The benefits are coming up.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for office visits, um, we cover up to 4 visits per calendar year and we pay up to $100 per visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you know how many visits she's accumulated for this calendar year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so far she's used to visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has 2 remaining.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, just a reference number.
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you.