AccountId: 011433970860
ContactId: 3eaaf466-6a28-45e6-9a83-8fccf4e02f55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144600 ms
Total Talk Time (AGENT): 77209 ms
Total Talk Time (CUSTOMER): 33660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3eaaf466-6a28-45e6-9a83-8fccf4e02f55_20250331T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Based
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from UCLA Health to verify eligibility and benefits.
[AGENT][POSITIVE] No, it would be my pleasure to assist you with eligibility and benefits. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02564329
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with eligibility and benefits for [PII]. I'm showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Um, it's a specialist office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on that, bear with me.
[AGENT][NEUTRAL] Now, for the office visit, the visit co-pay is not covered. Now she does have benefits for treatments in a doctor's office but not for the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, no problem. I'll go ahead and document that. And do you provide a reference number for the call?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII], and I, it was a pleasure to assist you with that eligibility and office visit benefit not covered. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.