AccountId: 011433970860
ContactId: 4bd6cad0-5386-4e79-bdd8-117d345f5bb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150059 ms
Total Talk Time (AGENT): 80157 ms
Total Talk Time (CUSTOMER): 31680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4bd6cad0-5386-4e79-bdd8-117d345f5bb1_20250619T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] It's [PII] and uh the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 149-8944.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his new policy number is
[AGENT][NEUTRAL] 024.
[AGENT][NEUTRAL] 75386.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, office visit?
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 6000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, OK, perfect and can I just get a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that would be it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, bye.