AccountId: 011433970860
ContactId: 5b64fe87-96d6-4c66-a676-fbae969d7a3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153960 ms
Total Talk Time (AGENT): 60538 ms
Total Talk Time (CUSTOMER): 60740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/5b64fe87-96d6-4c66-a676-fbae969d7a3e_20250203T15:24_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling you on behalf of Ventre Medical Associates to have the eligibility and benefits status. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII], thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm fine, thank you so much for asking.
[AGENT][NEUTRAL] [PII], what is a good callback number, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The policy number is 0162.
[CUSTOMER][NEUTRAL] 2812 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patients may occur.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is on [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. It would be my pleasure to assist you with eligibility and benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am showing his policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance coverage.
[AGENT][NEUTRAL] And what type of benefits are you needing as well?
[CUSTOMER][NEUTRAL] It's for outpatient mental health visit. I just need to know the primary co-pay coinsurance deductible applies for the patient plan.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, this policy does cover the copay, deductible or co-insurance of the major Medical.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, this is more than enough thank you so much and I'm sorry, just a moment.
[CUSTOMER][NEUTRAL] And could you please spell your name for my reference?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK, is there any call reference number for this call?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] Oh, thank you so much. Have a great day and stay safe. Bye-bye.
[AGENT][POSITIVE] Well, thank you, [PII] for calling APL I I hope you have a wonderful day as well. Take care.