AccountId: 011433970860
ContactId: 4dc3c796-8ae9-4e8a-94fb-90025136addb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148080 ms
Total Talk Time (AGENT): 57974 ms
Total Talk Time (CUSTOMER): 54053 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/4dc3c796-8ae9-4e8a-94fb-90025136addb_20241231T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am needing to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits and eligibility. What's their policy number?
[CUSTOMER][NEUTRAL] It is 02396564.
[AGENT][NEUTRAL] I'm sorry, 56, and then did you say 4?
[CUSTOMER][NEUTRAL] Yes, 4.
[AGENT][NEUTRAL] OK. Sorry, the phone kind of cut out there.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, one moment, and if you don't mind, could I grab your first name and a call back number?
[CUSTOMER][NEUTRAL] My name's [PII]. Uh, callback number is gonna be [PII]. Option two.
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name is I'm uh I'm probably gonna butcher this [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan is active. The effective date on this is [PII]. And then if you need current, we can also send a fax back with a breakdown of benefits.
[CUSTOMER][NEUTRAL] Oh yeah, that that would be fine. um, can you tell me what the schedule we would follow as well?
[AGENT][NEUTRAL] Um, looks like this one pays off of a UCR fee schedule.
[CUSTOMER][NEUTRAL] UCR.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think I have the claims address already.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then let me know whenever you're ready for um a fax number.
[AGENT][NEUTRAL] Oh yeah, go ahead with your facts.
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] All right. I had [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Alright, so that should be on its way in there in about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye