AccountId: 011433970860
ContactId: 512ad533-6376-4f97-871d-cdf267101465
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119430 ms
Total Talk Time (AGENT): 67047 ms
Total Talk Time (CUSTOMER): 32622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/512ad533-6376-4f97-871d-cdf267101465_20250114T14:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is Ay. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Yes, I need to verify eligibility and get benefits on the patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 1456751
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] A specialist office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to $500 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] Copay I got it, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That'll be it. I just need a reference number.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.