AccountId: 011433970860
ContactId: 7728460c-b4af-43fd-b909-0d89d1e1fe8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146270 ms
Total Talk Time (AGENT): 61611 ms
Total Talk Time (CUSTOMER): 84629 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7728460c-b4af-43fd-b909-0d89d1e1fe8a_20250430T12:27_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need the eligibility and benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII], you said [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Same, can I have the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] 02497659
[CUSTOMER][NEUTRAL] I'm sorry I can't.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for what place of services it inpatient, outpatient office visits?
[CUSTOMER][NEUTRAL] Out patient
[AGENT][NEUTRAL] This member's policy has outpatient benefits of $7900 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. Her policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Have you used any other benefits?
[AGENT][NEUTRAL] She has used $60 of her benefits for [PII].
[CUSTOMER][NEUTRAL] being
[CUSTOMER][NEUTRAL] OK, um, is there a reference number?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I'm sorry, what was the effective date of the patient?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEGATIVE] you know, you know, so I'm not gonna do that.
[AGENT][POSITIVE] This policy became effective.
[CUSTOMER][NEUTRAL] or you know.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL have a great day. Goodbye.
[CUSTOMER][NEUTRAL] If I.
[CUSTOMER][NEUTRAL] You too bye.