AccountId: 011433970860
ContactId: 4951aefb-9d19-434e-96fd-d929ff9506aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202300 ms
Total Talk Time (AGENT): 96840 ms
Total Talk Time (CUSTOMER): 48689 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/4951aefb-9d19-434e-96fd-d929ff9506aa_20250410T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I'm calling from [PII]. I needed to verify eligibility for a member.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility.
[AGENT][NEUTRAL] Um, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have 01699646.
[AGENT][NEUTRAL] Thank you. And you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, thank you. And let's see. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yeah, it's for outpatient diagnostics.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, it looks like we have a different policy. Let me pull this information, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Um, let me go ahead and give you the correct policy number, Miss [PII]. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready
[AGENT][NEUTRAL] Alright, so we have um policy number 0247.
[AGENT][NEUTRAL] 3063.
[AGENT][NEUTRAL] We have an effective date. You're welcome. Effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical. And before I give you benefits, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of $300 per day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK. Um, I have a sister coming in as well. Can you tell me if she's covered too?
[AGENT][NEUTRAL] OK, what's the name and date of birth?
[CUSTOMER][NEUTRAL] Um, she's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, she's also listed on the policy.
[CUSTOMER][NEUTRAL] OK, the same 300 per day.
[AGENT][NEUTRAL] So you.
[AGENT][POSITIVE] Yeah, the same benefits, correct.
[CUSTOMER][NEUTRAL] OK, so you give reference numbers for the call or just your name?
[AGENT][NEUTRAL] Just my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome, US Wellnesses and thank you for calling EPL. Bye-bye.