AccountId: 011433970860
ContactId: 481248fa-9514-409c-b28d-2760d3101ef8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160660 ms
Total Talk Time (AGENT): 66159 ms
Total Talk Time (CUSTOMER): 45258 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/481248fa-9514-409c-b28d-2760d3101ef8_20250623T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing to check, uh, verify eligibility and see if a procedure is covered.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02439682.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. Policy is active. And what benefits are needing?
[CUSTOMER][NEUTRAL] Uh, I am needing uh outpatient.
[CUSTOMER][NEUTRAL] And I have a CPT code if you need that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 74176.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. Uh, the patient has a diagnostic benefit. It pays up to $250 once per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And has he met that yet?
[AGENT][NEUTRAL] He hasn't, so it is still showing still have been available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else, Ms. [PII], I can assist you with today?
[CUSTOMER][NEUTRAL] No, can I get a reference number please?
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] Uh, it's [PII] last initial [PII]
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome thanks for calling mhm.
[CUSTOMER][NEUTRAL] Oh, I don't.
[CUSTOMER][NEUTRAL] I don't suppose an authorization is required for this, right?
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Just make sure alright thank you.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.