AccountId: 011433970860
ContactId: 7482f8de-e5e5-4a55-ac9e-56d641333f40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213899 ms
Total Talk Time (AGENT): 83283 ms
Total Talk Time (CUSTOMER): 65933 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7482f8de-e5e5-4a55-ac9e-56d641333f40_20250107T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the doctor's office. I need to check benefit and eligibility.
[CUSTOMER][NEUTRAL] For specialist office visit and proced just on an office setting, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s, uh, policy number please?
[CUSTOMER][NEUTRAL] Policy number? OK.
[CUSTOMER][NEUTRAL] Uh, the policy number is 02518899.
[AGENT][NEUTRAL] OK, let me pull that in for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That [PII] does have an active policy.
[AGENT][NEUTRAL] His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. He does have a supplemental insurance policies, the gap insurance that is secondary to the primary.
[AGENT][NEUTRAL] Uh, it helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $1650 and an outpay amount of $300 per calendar day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, that he has deductible?
[AGENT][POSITIVE] No, this helps with the deductible.
[CUSTOMER][NEUTRAL] Calendar date 300 that's for procedures only office visit is not covered.
[AGENT][NEUTRAL] No, in this policy he does have um outpatient benefits in a physician's office.
[CUSTOMER][NEUTRAL] For office visit?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you spell your name for me, please?
[AGENT][NEUTRAL] Yes ma'am, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], that's what I heard.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you, can I have a reference number for this call, please?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you [PII] appreciate it have a nice day.
[AGENT][POSITIVE] You're very welcome you have a great day too.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] But