AccountId: 011433970860
ContactId: 77787d64-8031-495b-b57b-01ca0079ac02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139309 ms
Total Talk Time (AGENT): 69098 ms
Total Talk Time (CUSTOMER): 39579 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/77787d64-8031-495b-b57b-01ca0079ac02_20250124T16:35_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][POSITIVE] Hi, good morning, and I was calling for um eligibility and benefits for my patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it's 229-582-9, M as in Mary, L as in low and the number 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of service. I'm sorry, a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you wanna go over today?
[CUSTOMER][NEUTRAL] Um, patients coming in outpatient hospital for a diagnostic, uh, test, uh, X-ray.
[AGENT][NEUTRAL] OK, so for the outpatient benefits, the policy will pay up to $3500 per calendar year. Um, that does include
[AGENT][NEUTRAL] Also the office treatment rider, so depending on what you all are coded as, um, that's diagnostic testing in an outpatient facility or MRI facility, and if it does happen to come up, you know, as an office, she also has the office treatment rider which any treatment is covered as long as it's not cosmetic or should be covered.
[CUSTOMER][NEUTRAL] OK, and [PII], can I have the initial and last name and reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much. You have a great day.
[AGENT][POSITIVE] You also [PII] and thanks for calling APL. Bye-bye.