AccountId: 011433970860
ContactId: 6b8786e0-3cc9-4421-80e7-8a7df68c85fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118489 ms
Total Talk Time (AGENT): 52136 ms
Total Talk Time (CUSTOMER): 51359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6b8786e0-3cc9-4421-80e7-8a7df68c85fc_20250204T15:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, um, good morning. My name is [PII] and I'm calling from our provider's office to check eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yeah, can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] It's um [PII] and the policy number is 02312664.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth on [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service is it inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] No, this policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] has
[CUSTOMER][NEUTRAL] I have about 3, sorry.
[AGENT][NEUTRAL] [PII] has outpatient benefits of $4000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage. So are you calling to check the status of a claim or to verify eligibility?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh, eligibility and also to check what's the time filing um.
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] There's no time family. Oh, OK, perfect. Uh, do I, do you guys have like a fax number that I can fax a claim?
[AGENT][NEUTRAL] Of course, let me know when you're ready for work.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] that's [PII] attention claims department.
[CUSTOMER][POSITIVE] OK. OK, perfect, thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Likewise, bye bye.
[AGENT][POSITIVE] Thanks bye.