AccountId: 011433970860
ContactId: 5b20619d-a5c0-478c-8a8a-779431150b74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136539 ms
Total Talk Time (AGENT): 69948 ms
Total Talk Time (CUSTOMER): 42946 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5b20619d-a5c0-478c-8a8a-779431150b74_20250306T14:55_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, I need eligibility and benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Call back [PII].
[AGENT][NEUTRAL] Thank you [PII]. Can I have that policy number of the member that you're verify you're requesting eligibility for?
[CUSTOMER][NEUTRAL] 01944015 ML 8.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh Lady [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII], let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, go ahead. Thank you.
[AGENT][NEUTRAL] It is 2556475. That's 2556475.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active, and you're calling to verify benefits for what place of service?
[CUSTOMER][NEUTRAL] Uh office.
[AGENT][NEUTRAL] This member's policy has
[AGENT][NEUTRAL] Outpatient benefits are $8700 per calendar year.
[AGENT][NEUTRAL] And it covers the treatment received in the office, however, the office visit itself is not covered and this and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, this is this 8700 is calendar year?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Any accumulation?
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK. Can I please um get your name and uh call reference number?
[AGENT][NEUTRAL] My name is [PII] and today's date as a reference, [PII] because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK, can you spell your name for me, please?
[AGENT][NEUTRAL] That's [PII], and today's date as a reference.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Bye bye.