AccountId: 011433970860
ContactId: 71afc54e-3553-452d-addb-6704c6c39941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150559 ms
Total Talk Time (AGENT): 89387 ms
Total Talk Time (CUSTOMER): 49563 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/71afc54e-3553-452d-addb-6704c6c39941_20250109T13:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling for, uh, regarding a patient that we are seeing here and for her eligibility and benefits, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the policy number is 02165941.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII], that's her birthday, I'm sorry, [PII]. And what type of um benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just, uh, uh, primary care.
[AGENT][NEUTRAL] Primary care. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Professional visit mhm office visit.
[AGENT][NEUTRAL] so I'm just waiting for her benefits to populate here, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just for the call again all the information provided.
[AGENT][NEUTRAL] Excuse me, as a verification of benefits, not a guarantee of payment. And so for her,
[AGENT][NEUTRAL] She has the, OK, so for this, for her secondary policy, she doesn't have any in-office setting coverage. Um, it's basically in hospital and outpatient. Under outpatient, um, we usually have like an office treatment rider or like the treatment in the office could be covered, but I'm not showing that rider here, so it's just for like outpatient facilities.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Hospital and outpatient, but no office visit. OK, perfect. Is there a reference for this call?
[AGENT][POSITIVE] Yes, ma'am. Correct.
[AGENT][NEUTRAL] Uh, so there's no call reference number, but you can use my name in today's date. Again, that's [PII] and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. I hope you have a good day and [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.