AccountId: 011433970860
ContactId: 5485b181-2c7e-4aef-9610-0adf094364bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258410 ms
Total Talk Time (AGENT): 65952 ms
Total Talk Time (CUSTOMER): 58909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5485b181-2c7e-4aef-9610-0adf094364bb_20250312T17:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm needing to verify eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I can help you. What's your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 618. I'm sorry, let me pull that back up. I apologize it's 02556914.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] [PII], thank you for holding. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], I think I'm not sure how to say it all that together.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's all pushed together.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] [PII], I think.
[AGENT][NEUTRAL] And what's the policy, the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Um, how does, um, she spell her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], and how does she spell the last name?
[CUSTOMER][NEUTRAL] I have two last names. It's and I, I assume it's two last name it's [PII]
[AGENT][NEUTRAL] OK, we just have the ORTIZ.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And we're checking eligibility and benefits is this for service in an office setting?
[CUSTOMER][NEUTRAL] No, it is actually an emergency room visit.
[AGENT][NEUTRAL] ER? OK.
[AGENT][NEUTRAL] So I show the policy effective date is [PII] currently active, and let me go to the benefit information.
[AGENT][NEUTRAL] And so for the emergency room visit, the benefit is up to $75.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And that's uh per calendar just per visit and then there's a max of 5.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, per calendar year, but that benefit also includes service in a like an office visit as well, not just specific to emergency room.
[CUSTOMER][NEUTRAL] OK and has she had any of those visits?
[AGENT][NEUTRAL] And for this year, no ma'am.
[CUSTOMER][POSITIVE] OK, that is what I needed to know. Thank you so much for your help today.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] Nope, that'll be it thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.