AccountId: 011433970860
ContactId: 4bff1765-e71c-4e3a-b903-428644fec133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229759 ms
Total Talk Time (AGENT): 65179 ms
Total Talk Time (CUSTOMER): 58764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4bff1765-e71c-4e3a-b903-428644fec133_20250310T17:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, good afternoon. My name is [PII]. I'm calling from a provider's office. Uh, I just need double checking eligibility and benefits of one of our patients, please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, for office visits, specialist office visit.
[AGENT][NEUTRAL] OK, what's
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, I have the patient's card. I only see the group number and benefit certificate numbers.
[AGENT][NEUTRAL] The benefit certificate number is the policy number, policy er number.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have uh
[CUSTOMER][NEUTRAL] So outpatient would be the one, right? I have here 02583260 ML8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Thank you for holding [PII]. I have the file pulled up. Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] And so I have the effective date for you. It's [PII]. Um, I show the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is this for just the office visit fee?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or will there be treatment? Well, under this policy, the office visit fee and then treatment in the office is not covered. Do you know what the chief complaint is?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this is just for a follow-up checkup.
[AGENT][NEUTRAL] OK, yeah. So treatment in a physician's office and then the physician's visit fee is not covered under this plan.
[CUSTOMER][POSITIVE] Thank you so much. Can I have a reference number for this call and also your name again, sorry?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call. It's [PII] First initial last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And today's date, you'll use my name and today's date as your reference.
[CUSTOMER][POSITIVE] All right. Thank you so much for today, [PII]. Have a great day. Bye for now.
[AGENT][POSITIVE] You're you're welcome and thank you for calling APL. Have a good day.