AccountId: 011433970860
ContactId: 592790ff-5f97-45e7-a5aa-3962f2a7673e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182320 ms
Total Talk Time (AGENT): 62966 ms
Total Talk Time (CUSTOMER): 67582 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/592790ff-5f97-45e7-a5aa-3962f2a7673e_20250124T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, good morning, good afternoon. I'm calling to verify your patient's eligibility and benefits.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits and eligibility. What's the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I have two patients. The first one is 02347828. M as in Michael, L as in Larry 8.
[AGENT][POSITIVE] All right, thank you for that. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] it is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] Um, and does it cover on specialist office visit copay?
[AGENT][NEUTRAL] Let me see if it covers the office visit co-pay one second.
[CUSTOMER][POSITIVE] I mean you're very excited. I see that.
[AGENT][NEUTRAL] OK, so it looks like this patient's plan is going to cover treatment in a physician's office. However, it does not cover the office visit fee.
[CUSTOMER][NEUTRAL] OK, so like the copay just for regular offices it doesn't.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect and I have one more patient.
[AGENT][NEUTRAL] OK, what's that one, that policy?
[CUSTOMER][NEUTRAL] It is 0 actually it's this uh I think they're family because it's the same policy number um this one is for [PII] 5675.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so all the information would be the same as far as effective date, yeah, hm.
[CUSTOMER][NEUTRAL] It's the same.
[CUSTOMER][NEUTRAL] And the same as doesn't cover copay.
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] Perfect then can I get a reference number?
[AGENT][NEUTRAL] Absolutely call references my name with my last initial and then today's date. My name again is [PII], last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.