AccountId: 011433970860
ContactId: 58f9abda-638e-433a-946d-320fdaab1a21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182539 ms
Total Talk Time (AGENT): 75354 ms
Total Talk Time (CUSTOMER): 64619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/58f9abda-638e-433a-946d-320fdaab1a21_20250310T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. By the way, uh, this is said. First initial to my last name is [PII]. I'm calling to verify patient benefits and eligibility.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. And Ed, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have D for Delta 42032483.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card there?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Alright, one moment here.
[CUSTOMER][NEUTRAL] Uh, which one, do we see that in the front or back of the card?
[AGENT][NEUTRAL] Um, it should be on the front of the card. It may just say policy certification number.
[CUSTOMER][NEUTRAL] Alright, one moment here.
[CUSTOMER][NEUTRAL] All right. I have 02588076.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] I'm looking for benefits for mental health for an office visit.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] OK, so for the physician's office, the policy will pay up to $50 per day with a max of 4 days per calendar year.
[AGENT][NEGATIVE] Outside of that benefit, there's no benefits for um
[AGENT][NEUTRAL] For mental health facilities.
[CUSTOMER][NEUTRAL] All right, I do understand.
[CUSTOMER][NEUTRAL] All right. I think I already have all the details that I need to verify. I will go ahead and inform the patient regarding on the uh patient policy coverage. All right, for this one, and can you please uh provide me your first initial to your last name and the call reference number?
[AGENT][NEUTRAL] Yes, so the first initial of my last name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright thank you and for the assistance for today have a good one, please take care.
[AGENT][POSITIVE] You're welcome, and you also, and thanks for calling [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye now.