AccountId: 011433970860
ContactId: 383a1a05-cddf-4175-b276-d792c65b2572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204399 ms
Total Talk Time (AGENT): 58597 ms
Total Talk Time (CUSTOMER): 33980 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/383a1a05-cddf-4175-b276-d792c65b2572_20250203T14:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling from a provider's office. I'm just trying to verify eligibility for one of our patients.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 661-98.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [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 an office visit?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK. One moment, please.
[AGENT][POSITIVE] And thanks for your patience. I'm waiting on the benefits to come up.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing for office visits, um, we cover up to $75 per, per visit. This is a hospital indemnity plan, but there are some outpatient benefits and again for office visits, we cover up to $75 per visit.
[CUSTOMER][POSITIVE] OK, per visit. All right, perfect. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Mm mm, no, ma'am. Thank you so much.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] See you. Bye.