AccountId: 011433970860
ContactId: 5f37a662-94c5-4696-b42d-0b8a1568b11b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118470 ms
Total Talk Time (AGENT): 61172 ms
Total Talk Time (CUSTOMER): 53011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5f37a662-94c5-4696-b42d-0b8a1568b11b_20250218T21:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility of a patient of 0 m Clinic. My name is [PII].
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] It's [PII] and the policy number is uh one second it's 0199.
[CUSTOMER][NEUTRAL] 7199.
[AGENT][NEUTRAL] [PII], can you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, for Ashner Metery clinic.
[AGENT][NEUTRAL] Is that considered as inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] No, you could just say I.
[CUSTOMER][NEUTRAL] It's an office visit.
[AGENT][NEUTRAL] So the member's policy has an outpatient benefit of $7000 per calendar year, and the treatment received in the office falls under the outpatient benefits, however, the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Office visit itself is not covered under the policy, and [PII], this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and the member has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was, what is the effective date of this coverage?
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] All right. That's all I needed in a re.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Just a reference number.
[AGENT][NEUTRAL] We don't provide those, however, you can utilize my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What's your name?
[AGENT][NEUTRAL] [PII] in today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] OK.