AccountId: 011433970860
ContactId: 50b87ccb-9708-49ca-8c64-75492fbbcdf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166669 ms
Total Talk Time (AGENT): 69608 ms
Total Talk Time (CUSTOMER): 25057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/50b87ccb-9708-49ca-8c64-75492fbbcdf3_20250414T12:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, I need eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And is this for service in a provider's office or outpatient facility?
[CUSTOMER][NEUTRAL] In a provider's office.
[AGENT][NEUTRAL] OK, and the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The policy number is 02569352 and the phone number is [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that, [PII]. I have the eligibility date of [PII]. Uh, policy is active at this time, and then you said office visit.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the benefit for service in an office is up to $75 per day, and then there's a maximum of 6 days.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] And I'll check to see if any of those have been used. None have been used at this time and give me one moment, let me look at one other thing.
[AGENT][NEUTRAL] And of course the information provided is verification. It doesn't guarantee payment of a claim.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK, yeah, it is a maximum of 6 days per calendar year per person, and looks like he's the only one on the policy. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, is there a reference number for this phone call?
[AGENT][NEUTRAL] Uh-huh. My name in today's date, [PII].
[CUSTOMER][POSITIVE] Thank you so much, Miss [PII]. I hope you have a great day.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.