AccountId: 011433970860
ContactId: 652d69e3-187e-4979-a775-dcc1d4df5e2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146009 ms
Total Talk Time (AGENT): 68333 ms
Total Talk Time (CUSTOMER): 34779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/652d69e3-187e-4979-a775-dcc1d4df5e2b_20250512T19:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from the doctor's office. I'm trying to check eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02295819 ML 8
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing an effective date of [PII], policy is active. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Um, she's having a sleep study done at the specialist office. I wanted to know if you guys covered anything.
[AGENT][NEUTRAL] Uh give me one moment.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance. I'm showing the patient has an outpatient benefit max up to $3500 per calendar year.
[CUSTOMER][NEUTRAL] Has she used anything?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't sure if she's using any of her benefits for this year.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] You're welcome, Miss [PII]
[CUSTOMER][NEUTRAL] Um, can I have your name again?
[AGENT][NEUTRAL] [PII] last initial [PII] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, do you guys have a reference number, or just use your name and today's date?
[AGENT][NEUTRAL] Uh, you can use my name and today's date if you like.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL bye.