AccountId: 011433970860
ContactId: 54588916-503a-4b98-8f75-a8a2a02499b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91260 ms
Total Talk Time (AGENT): 45758 ms
Total Talk Time (CUSTOMER): 27117 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/54588916-503a-4b98-8f75-a8a2a02499b2_20250319T15:45_UTC.wav
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[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to get check benefits for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the policy number of the member that you're inquiring eligibility for [PII]?
[CUSTOMER][NEUTRAL] 02566559
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, it's office.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This member
[AGENT][NEUTRAL] Does not have office visit coverage?
[AGENT][NEUTRAL] However, she does have the coverage treatment received in the office falls under her outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the office visas are not covered and her outpatient benefits is.
[AGENT][NEGATIVE] $3000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, that should do it. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.