AccountId: 011433970860
ContactId: 41491bbe-1689-4fa9-93ed-c03e98141730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214509 ms
Total Talk Time (AGENT): 83092 ms
Total Talk Time (CUSTOMER): 65612 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/41491bbe-1689-4fa9-93ed-c03e98141730_20250203T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check member eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] 02066377 M as in Mary, L as in Larry and then the number 8.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is 246.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2340.
[AGENT][NEUTRAL] And the effective date is [PII]. Policy is active at this time, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Under this policy, the physician's benefit is not covered, um, but there is a treatment writer, um, covered treatment in the office can be considered under the outpatient benefit. And did you want that benefit?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $400.
[AGENT][NEUTRAL] That's per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment and any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Uh, yes, um, is the group number still 24892?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK and then claims that.
[AGENT][NEUTRAL] Well, it's, it's 24891.
[CUSTOMER][NEUTRAL] OK, so everything changed. All right, she had, I guess old card 24891.
[CUSTOMER][NEUTRAL] OK, is the claim address still [PII] 73124-8950?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK. And [PII] is your call reference number?
[AGENT][NEUTRAL] You'll use my name and today's state as your reference T as in [PII].
[AGENT][NEUTRAL] Oh NYA.
[AGENT][NEUTRAL] And first initial.
[CUSTOMER][NEUTRAL] I'm sorry, uh,
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you did say the patient's name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, that's it. Thank you, [PII].
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you too bye.
[AGENT][NEUTRAL] Um, bye-bye.