AccountId: 011433970860
ContactId: 6ea306d0-35bc-454a-a3a6-e29066403bf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137770 ms
Total Talk Time (AGENT): 49858 ms
Total Talk Time (CUSTOMER): 33301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6ea306d0-35bc-454a-a3a6-e29066403bf1_20250214T17:36_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] with Obstetrics Medical Group. I'm trying to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII]. If I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01749311.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $7900.
[CUSTOMER][NEUTRAL] Does she have maternity benefits?
[AGENT][NEUTRAL] What do you mean does she, if it, if it's done in an outpatient setting.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No it doesn't show office visit benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Can you verify the claims address for me?
[AGENT][NEUTRAL] [PII] and that's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And the [PII] number was [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII], perfect. That's all I needed.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.