AccountId: 011433970860
ContactId: 803d8f10-586f-48ae-867f-85aeccaf490c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100839 ms
Total Talk Time (AGENT): 37659 ms
Total Talk Time (CUSTOMER): 37538 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/803d8f10-586f-48ae-867f-85aeccaf490c_20250411T16:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from a provider's office to verify benefits on a member.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02579 I'm sorry 02579027 ML8.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] Patients, oh, wait a minute, that doesn't look right.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can I have those numbers again please for the policy?
[CUSTOMER][NEUTRAL] 02579027 ML 8.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, services rather in office setting.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I show that um this policy does not have benefits for treatment in an office or clinic setting.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you