AccountId: 011433970860
ContactId: 640013e4-eab5-4c95-a1c2-dbc8e0e238c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189080 ms
Total Talk Time (AGENT): 75040 ms
Total Talk Time (CUSTOMER): 58245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/640013e4-eab5-4c95-a1c2-dbc8e0e238c0_20250121T13:23_UTC.wav
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[AGENT][NEUTRAL] So this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office to check on eligibility benefits.
[AGENT][NEUTRAL] Sure, I can assist you with that. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII], can I have the a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] Sure. The callback is [PII], and it's a direct line.
[CUSTOMER][NEUTRAL] And the member ID is 02510205.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the patient's name is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place the service for [PII].
[CUSTOMER][NEUTRAL] Yes, I'm looking for a patient's office visit specialist.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So the member has office visits.
[AGENT][NEUTRAL] Under her policy, which will pay up to
[AGENT][NEGATIVE] $125 per visit with 5 visits per calendar year and this is not a guaranteed benefit just a disclaimer of the policy's coverage. I'm sorry, it's $100 per $100 per visit and this is not a guaranteed benefit just a disclaimer of the policy coverage $100.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] So no, 125.
[AGENT][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] OK. So you said the patients have 5 visits for the policy here. May I know how many visits so far?
[AGENT][NEUTRAL] She has not utilized any of her visits for [PII].
[CUSTOMER][NEUTRAL] OK. And the main thing, may I know the patient's effective date and term date?
[AGENT][NEUTRAL] The effective date is [PII], no term date.
[CUSTOMER][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] And the payer ID mailing address?
[AGENT][NEUTRAL] You said your name was [PII], and what was the first initial of your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK give me one moment and I can give you that information.
[AGENT][NEUTRAL] The payer ID
[AGENT][NEUTRAL] It's 645-56. It's 64556.
[CUSTOMER][NEUTRAL] OK. And could you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the call reference number?
[AGENT][NEGATIVE] We don't provide those unfortunately.
[CUSTOMER][NEUTRAL] OK. So I use your name and today's date?
[AGENT][POSITIVE] Yes, that is correct. Is there anything else that I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. You have a wonderful day. Take care. Bye bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.