AccountId: 011433970860
ContactId: 704be421-482b-47dd-9489-4701839f7d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172789 ms
Total Talk Time (AGENT): 84064 ms
Total Talk Time (CUSTOMER): 50169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/704be421-482b-47dd-9489-4701839f7d6e_20250409T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pada's office, checking on eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you out keep with the eligibility. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Callback number is [PII]. And I'm calling from Vital MD Group Holding LLC. Also, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient policy number is 02145415 [PII] as Mike Lima 8.
[CUSTOMER][NEUTRAL] Member name is?
[CUSTOMER][NEUTRAL] [PII] check on.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have a
[AGENT][NEUTRAL] Effective policy that's active. The effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $8000 and then she also has an outpatient calendar year benefit amount of $8000.
[CUSTOMER][NEUTRAL] OK, help me with the mailing address.
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Sure. Help me with the call reference number.
[AGENT][NEUTRAL] You can use my name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance, sorry. Have a great day.
[AGENT][NEUTRAL] You too, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, this is the only information I needed. Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You too and thank you for calling APL bye bye sir.