AccountId: 011433970860
ContactId: 3b455748-53fd-4148-8c86-3f769fa27b64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190380 ms
Total Talk Time (AGENT): 65665 ms
Total Talk Time (CUSTOMER): 102106 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3b455748-53fd-4148-8c86-3f769fa27b64_20250123T14:35_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I'm calling from a provided office. I need to verify patient eligibility and benefits.
[AGENT][NEUTRAL] OK, and this is an office visit setting or facility? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No offices
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, policy number is going to be, hold on.
[CUSTOMER][NEUTRAL] OK, I don't see a policy number. I see a group number.
[AGENT][NEUTRAL] A policy certain number that begins with a 0 near the bottom of the card?
[CUSTOMER][NEUTRAL] Uh, no, actually I don't see that. This is the first time I see this. Uh.
[CUSTOMER][NEUTRAL] I see the.
[AGENT][NEUTRAL] Reaching me what's on the card?
[CUSTOMER][NEUTRAL] OK, so it says the name of the insured, which is [PII] Coverage family. It says a group number 17672 defective date then setting hospital benefits center and outpatient benefit center number.
[AGENT][NEUTRAL] OK, that's the number that I need.
[CUSTOMER][NEUTRAL] Outpatient one for.
[AGENT][NEUTRAL] Either or.
[CUSTOMER][NEUTRAL] 1423563 Mike [PII] 8.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient name is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that information. I show the policy effective date is [PII] currently active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get the benefit for you. So under this policy, the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, that's what I want to know. So it's not covered the office visit. What exactly this they will be covered?
[AGENT][NEUTRAL] Inpatient services and outpatient services like in a hospital?
[CUSTOMER][NEUTRAL] Like hospital, so this is more for the hospital setting.
[AGENT][NEUTRAL] Right, so if it's in the office, it's not covered.
[CUSTOMER][NEUTRAL] Yeah, it is enough.
[CUSTOMER][NEUTRAL] OK, in that case, um, may I have a reference number for the call, please?
[AGENT][NEUTRAL] My name in today's date, [PII], first initial last name is [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] [PII], did you have further questions? I see we're still connected, OK.
[CUSTOMER][NEGATIVE] No, no, no, no, you, no, you can disconnect me. I'm sorry I thought you disconnect, no.
[AGENT][NEUTRAL] Yeah, we can't disconnect. You'll have to disconnect first.
[CUSTOMER][POSITIVE] OK, I will disconnect, not a problem thank you so much bye bye you too bye.
[AGENT][POSITIVE] Thank you. Have a good day.