AccountId: 011433970860
ContactId: 4a42b4e9-cccb-423e-865a-aa753d965411
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85900 ms
Total Talk Time (AGENT): 39642 ms
Total Talk Time (CUSTOMER): 29853 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/2025/02/19/4a42b4e9-cccb-423e-865a-aa753d965411_20250219T14:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify your patient's eligibility and benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number of the member?
[CUSTOMER][NEUTRAL] 02431030.
[CUSTOMER][NEUTRAL] M as in Michael, L as in Larry, 8.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] For a specialist office visit?
[AGENT][NEUTRAL] Inpatient, outpatient?
[AGENT][NEUTRAL] So this member's policy has outpatient benefits of $3000 per calendar year.
[AGENT][NEUTRAL] And the treatment received in office falls under that category, however, the office visit itself is not covered, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, OK, no problem. Can I get a reference number?
[AGENT][NEUTRAL] Don't provide those [PII]. however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Can I have your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] OK.