AccountId: 011433970860
ContactId: 6abce83e-f585-445e-8be0-3f57f80f459e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102959 ms
Total Talk Time (AGENT): 40429 ms
Total Talk Time (CUSTOMER): 28461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6abce83e-f585-445e-8be0-3f57f80f459e_20250618T16:47_UTC.wav
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[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just what is the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 01896422
[AGENT][NEUTRAL] Thank you, could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's for [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, eligibility, um, just for a specialist office visit.
[AGENT][NEUTRAL] This policy does not cover office visits, however, the treatment received in the office falls under the outpatient benefits.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the member's outpatient benefits is $2000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policies covers us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that was all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.