AccountId: 011433970860
ContactId: 388a0544-802d-47ac-8a0d-6d7f100fd6d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111980 ms
Total Talk Time (AGENT): 57978 ms
Total Talk Time (CUSTOMER): 51968 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/388a0544-802d-47ac-8a0d-6d7f100fd6d3_20250317T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, this is [PII]. I'm just calling to double check the eligibility and benefits for a member.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Sure I can assist you with.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02 25 57 05 ML 8.
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of clients. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I'm just let me advise you that verification of coverage.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and I'm showing 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] I.
[CUSTOMER][NEUTRAL] Is this for in
[CUSTOMER][NEUTRAL] It will be for office visit.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Actually, I'm showing that services provided in office is not covered under this policy.
[CUSTOMER][NEUTRAL] showing that services provided.
[CUSTOMER][NEUTRAL] OK, perfect, perfect. Can I obtain a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Spell
[CUSTOMER][NEUTRAL] That and that you would like.
[CUSTOMER][POSITIVE] No, that should be it. Thank you so much I appreciate it.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you