AccountId: 011433970860
ContactId: 54a36e49-39b6-4458-9b4b-45a872cc1d88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157119 ms
Total Talk Time (AGENT): 64537 ms
Total Talk Time (CUSTOMER): 56470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/54a36e49-39b6-4458-9b4b-45a872cc1d88_20250129T15:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII], and I'm calling from provider's office to all the members.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Mm, yeah, callback number is [PII] and it's a direct line. And the policy number is 02519600.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. It's the patient's name is [PII] and the middle name is [PII], and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And I apologize. Could you provide me with your name again?
[CUSTOMER][NEUTRAL] Uh, sorry, your patient's name?
[AGENT][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes, for medical.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. She has outpatient benefits.
[AGENT][NEUTRAL] 05
[CUSTOMER][NEUTRAL] Hm, OK, uh.
[AGENT][NEUTRAL] $5000 per calendar year.
[AGENT][NEUTRAL] And she has inpatient benefits of $5000 per calendar year and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. This is a gap insurance. It is not a primary insurance. We assist with deductible, co-pay and co-insurance for services that's covered under the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is there a particular place of service that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] Uh, no, thank you. Uh, I got my query. Uh, may I have the reference number for this call?
[AGENT][NEUTRAL] We don't provide those, [PII], however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] Oh, OK. Could you please spell your name for me?
[AGENT][NEUTRAL] [PII] and today's date is a reference.
[CUSTOMER][POSITIVE] Uh, OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye bye. Bye bye.