AccountId: 011433970860
ContactId: 5fbdfb5a-4c87-4918-8e48-7944c2196eb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279920 ms
Total Talk Time (AGENT): 106196 ms
Total Talk Time (CUSTOMER): 81317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5fbdfb5a-4c87-4918-8e48-7944c2196eb3_20250428T13:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my first name is [PII]. I'm checking with an eligibility this first.
[AGENT][NEUTRAL] OK. And what was your name? I missed that.
[CUSTOMER][NEUTRAL] Hi, my first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] OK, you need to check eligibility?
[CUSTOMER][POSITIVE] Yeah, yes, correct.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 021-95129 M for Mary, L for Lima 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the person's first name is [PII]. Last name is [PII], and the date but is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII]. It's currently active, no term date.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can you provide a
[CUSTOMER][NEUTRAL] Uh, mailing address to submitting client.
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. OK, thank you. Can you provide a fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] OK. Can you provide a pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. Can you
[CUSTOMER][NEUTRAL] Provide a plan name.
[AGENT][NEUTRAL] The plan name is Medlink SFS.
[CUSTOMER][NEUTRAL] Uh, can you spell that?
[CUSTOMER][NEUTRAL] M for Mary. Can you spell?
[AGENT][NEUTRAL] It's M as in
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] E as in Echo, D as in Delta, L as in [PII] November.
[AGENT][NEUTRAL] K as in Kilo.
[AGENT][NEUTRAL] And then S as in Sierra, F as in Foxtrot, S as [PII].
[CUSTOMER][NEUTRAL] Maling stuff, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] Can you provide a visit limit?
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] Can you provide a visit limit?
[AGENT][POSITIVE] Oh, the benefits
[CUSTOMER][NEUTRAL] No, visit limit.
[AGENT][NEUTRAL] Visit limit
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Or what?
[CUSTOMER][NEUTRAL] Physical therapy medical services.
[AGENT][NEUTRAL] I'm sorry, I didn't understand you. Is that for a doctor's office visit or?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, they don't have a visit from it.
[CUSTOMER][NEUTRAL] just a minute, can you provide it?
[CUSTOMER][NEUTRAL] OK, OK. No visit limit, correct?
[AGENT][NEUTRAL] Yes, the, the benefit is 7500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that does not pay for office visits though. It only pays for treatment and procedure in the office.
[CUSTOMER][NEUTRAL] OK. Uh, I need to confirm it's a non-vi limit, correct?
[AGENT][NEUTRAL] Correct, it doesn't pay for office visits.
[CUSTOMER][NEUTRAL] OK, OK. Thank you. Uh, I'm taking author, authorization is needed or not needed for this person?
[AGENT][NEUTRAL] No authorization or pre-certs required.
[CUSTOMER][NEUTRAL] OK, thank you. Can you spell your name slowly?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial to last name, [PII].
[CUSTOMER][NEUTRAL] OK, call the number.
[AGENT][NEUTRAL] My name is [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a nice day. Bye-bye. Take care.
[AGENT][POSITIVE] OK thanks. Thanks for calling APL you as well.