AccountId: 011433970860
ContactId: 76b177dc-b8fd-4f48-a709-cc240bec9996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107349 ms
Total Talk Time (AGENT): 45371 ms
Total Talk Time (CUSTOMER): 40138 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/76b177dc-b8fd-4f48-a709-cc240bec9996_20250624T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I have a patient that's here, um, that we need to verify benefits eligibility to see if you guys cover his, um, coinsurance and um his deductible.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It is 02611545.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, got this policy active and effective for [PII]. Is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] This is at a specialist office. He's doing um testing at a specialist office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, not a guarantee of payment, basic outline of the policy. Let me get that pulled up. Just give me one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so for his outpatient benefits, it pays $6500 per covered person per calendar year, but it does not include office visits or treatment rendered in the office. It would just be like outpatient, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, um, alrighty, so what's your name and a reference number if you can please?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.