AccountId: 011433970860
ContactId: 5eca64cd-db2e-4b6b-986c-3f4c69fb9f4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153910 ms
Total Talk Time (AGENT): 54023 ms
Total Talk Time (CUSTOMER): 47160 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5eca64cd-db2e-4b6b-986c-3f4c69fb9f4b_20250227T20:44_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from a provider's office. My name is [PII]. Um, I just need help in checking eligibility and benefits of one of our patients, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Mhm. Callback number [PII].
[CUSTOMER][NEUTRAL] And policy number 024676779.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefitsibility [PII] for what place of service?
[CUSTOMER][NEUTRAL] Um, benefits for specialist office visits.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The member does not have office visits covered under the policy?
[AGENT][NEUTRAL] However, the treatment received in the office falls on the outpatient benefits.
[CUSTOMER][NEUTRAL] Again, this, uh, this patient's plan.
[AGENT][NEUTRAL] The outpatient benefits for calendar year.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Outpatient benefits per calendar year is.
[AGENT][NEUTRAL] $8500 per calendar year and this is not a guaranteed benefits just a disclaimer of the parent disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Thank you so much. Sir, can I have your name again and the reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and we don't provide reference numbers. You can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for today. Have a great day. Bye for now.
[AGENT][POSITIVE] Thanks for calling API. You have a great day as well. Goodbye.