AccountId: 011433970860
ContactId: 6a3cac78-3e88-4968-bdb4-1ad9255d4278
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175279 ms
Total Talk Time (AGENT): 79473 ms
Total Talk Time (CUSTOMER): 91072 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6a3cac78-3e88-4968-bdb4-1ad9255d4278_20250624T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling within USC affiliate physicians, and I'm hoping that you'll help me, um, to see a member's eligibility, see when their effective date is, and if they have any type of, um, office visit responsibility as far as like a co-pay or deductible they're paying towards.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's a little hard to read, but I think it says 82639547.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 826.
[CUSTOMER][NEUTRAL] Or it might be 026, yeah, I, like I said it's a little hard to read, so I'm kinda trying to.
[AGENT][NEUTRAL] I think it's, yeah.
[AGENT][NEUTRAL] 263.
[CUSTOMER][NEUTRAL] Kind of play with it a little bit.
[AGENT][NEUTRAL] Um let's try this. OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] First name it's I'm, I'm gonna spell it for you. It's [PII]. Last name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so yeah, it's [PII].
[AGENT][NEUTRAL] 39547.
[CUSTOMER][POSITIVE] 547. OK, thank you so much for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No problem. So patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] The members plan type is a limited benefit plan, so it pays a set amount depending upon what they're being seen or treated for, does not have deductibles or co-pays. If they're being seen for an office for an office visit, um, the plan is going to pay $75 towards the office visit and the patient's allowed a total of 5 visits in a calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK, fine.
[CUSTOMER][NEUTRAL] On calendar year, OK, so for example this is like I, I wanna say this is for like a well child visit. So if their, if their appointment was say $100 and you guys would pay a standard $75 and then they would just be responsible for the remaining balance.
[AGENT][POSITIVE] Yeah, exactly.
[CUSTOMER][POSITIVE] OK, OK, perfect. I just wanted to make sure I understood that correctly. Well, awesome, um, that's really all the information that I needed this morning. If I can just have a reference number for our call I'll be all set.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much sir I really do appreciate your help this morning. I hope you have a great day.
[AGENT][POSITIVE] Yeah, you as well. Take care.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.