AccountId: 011433970860
ContactId: 76be2a07-7a4e-4bec-a134-412e0fff390b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155449 ms
Total Talk Time (AGENT): 68201 ms
Total Talk Time (CUSTOMER): 56183 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/76be2a07-7a4e-4bec-a134-412e0fff390b_20250317T20:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, thanks for taking my call. I just wanted to verify eligibility on a supplemental plan for one of our patients, please.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, uh, my name is [PII]. First, uh, initial last name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] Of course, um, I have, um, outpatient benefits certification number is that what we're looking for?
[AGENT][NEUTRAL] Yes, sir, that's the policy number.
[CUSTOMER][NEUTRAL] OK 01227473.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am. First name is [PII]. Last name is [PII] 112962.
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] Oh, what is the new policy number?
[AGENT][NEUTRAL] Um, it is 025.
[AGENT][NEUTRAL] 689.
[AGENT][NEUTRAL] 46.
[CUSTOMER][POSITIVE] OK, excellent, and that is active correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. The effective date was [PII] and the policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Outpatient medical office visit.
[AGENT][NEUTRAL] Actually, under this policy, services provided in office is not covered.
[CUSTOMER][NEUTRAL] Oh OK good to know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm only showing coverage for inpatient and outpatient hospital and urgent care facilities.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, you've been great thanks for your help bye bye.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well ma'am bye bye.
[AGENT][POSITIVE] Thank you.