AccountId: 011433970860
ContactId: 82e481b2-31fa-4a0c-a07e-09505e27ebc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141279 ms
Total Talk Time (AGENT): 51064 ms
Total Talk Time (CUSTOMER): 38878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/82e481b2-31fa-4a0c-a07e-09505e27ebc8_20250530T17:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from the curators of the University of Missouri. I'm trying to verify eligibility on a patient.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02219653.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing benefits or claim status?
[CUSTOMER][POSITIVE] Uh, just benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] It looks to be outpatient for a PCP office visit.
[AGENT][NEUTRAL] Is it for an office visit or?
[CUSTOMER][NEUTRAL] Yes, it's an office visit.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Policy is active.
[AGENT][NEUTRAL] And this policy does not cover office visits.
[CUSTOMER][POSITIVE] OK. I will make note of that. Thank you for your help.
[AGENT][NEUTRAL] It does cover if they have any services done in the doctor's office, but not the actual office visit itself.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.