AccountId: 011433970860
ContactId: 46783838-f981-4044-9358-ee7ebfee17b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166399 ms
Total Talk Time (AGENT): 89303 ms
Total Talk Time (CUSTOMER): 57006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/46783838-f981-4044-9358-ee7ebfee17b2_20250221T15:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] I need to verify a patient account.
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 02419382.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Pension name is [PII] [PII].
[AGENT][NEUTRAL] OK, and are you needing benefits and eligibility for this patient?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, I'm showing that policy number you gave, it terminated [PII]. However, he does have a current policy and I can give you that number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] OK, it's 2556485.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, effective [PII] and it's active, and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to know if this policy will cover it um.
[CUSTOMER][NEUTRAL] An office visit.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] For the of the.
[AGENT][NEUTRAL] No, ma'am, uh, with the policy, office visits are not covered. He does have a rider that covers procedures in office if it's for sickness or an injury as an outpatient, but the visit itself is not covered.
[CUSTOMER][NEUTRAL] OK, and you say the covers for a seizures when it's an injury.
[AGENT][NEUTRAL] Uh, sickness or injury. It covers procedures in office for sickness or an injury, but not the office visit charge itself.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And for testing it doesn't cover that.
[AGENT][NEUTRAL] Uh, lab diagnostic, any procedures in office that is for sickness is covered, just not the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. May I have a reference number for the call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK. OK, thank you so much for your assistance.
[AGENT][NEUTRAL] Uh, you are welcome, Ms. [PII], and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] Oh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.