AccountId: 011433970860
ContactId: 6bc13c36-6331-47b9-9074-f3682fe99dc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145800 ms
Total Talk Time (AGENT): 46362 ms
Total Talk Time (CUSTOMER): 70092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6bc13c36-6331-47b9-9074-f3682fe99dc4_20250603T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from a provider's office trying to obtain benefit eligibility information on a member.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is hold on this is group number.
[CUSTOMER][NEUTRAL] I guess outpatient benefits 01972988 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Ask them
[CUSTOMER][NEUTRAL] [PII]. I'm at extension [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name is hold on.
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] With a date of birth of
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy. And what benefits do you need?
[CUSTOMER][NEUTRAL] Office visit to a specialist in an in-office setting, as well as minor diagnostic testing such as an X-ray.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, it's not covered. Uh, the patient's policy only covers for services in an outpatient facility or inpatient in the hospital.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] or impatient.
[CUSTOMER][NEUTRAL] And hospital.
[CUSTOMER][NEUTRAL] Alrighty and what is there a reference number to our conversation today, [PII]?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And it's [PII]?
[AGENT][NEUTRAL] No, ma'am. [PII]
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APO bye.
[CUSTOMER][NEUTRAL] Bye.