AccountId: 011433970860
ContactId: 4a6712cc-4eee-43b6-bf41-915a17d13c0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136559 ms
Total Talk Time (AGENT): 72541 ms
Total Talk Time (CUSTOMER): 47473 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4a6712cc-4eee-43b6-bf41-915a17d13c0f_20250110T16:47_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. Hi, this is [PII] calling from Doctor [PII]'s office, and I was just calling to verify eligibility and benefits on a patient.
[AGENT][POSITIVE] Yeah, that's help you with some eligibility and benefits today, Miss [PII], and do you mind if I also go ahead and grab a good call back number from you?
[CUSTOMER][POSITIVE] Good afternoon
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Yes, it is
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] Do you also mind if I grab that policy number real quick from you?
[CUSTOMER][NEUTRAL] Yes, it's 01735270.
[AGENT][POSITIVE] Thank you, and give me just a couple of moments to get that policy pulled up and together for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much and
[AGENT][NEUTRAL] Your patient is current and active. It looks like his effective date is [PII]. And you said you're looking for benefits, are they inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][POSITIVE] Wonderful. I do wanna let you know that any benefit information I give you over the phone today is just gonna be a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like your patient has an out, I cannot talk. I'm so sorry. It looks like your patient has an outpatient benefit, um, that is $2500 per calendar year.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] And then is there any other information you needing today for him?
[CUSTOMER][NEUTRAL] No, that is, that is all, um, can I get a, a reference number for this?
[AGENT][NEUTRAL] You, you betcha. It's just gonna be my name, [PII], [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] you have a good day.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII]. Thanks for calling APL. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.