AccountId: 011433970860
ContactId: 84032ec7-ab31-4560-9cd9-54ba410db29d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124809 ms
Total Talk Time (AGENT): 60122 ms
Total Talk Time (CUSTOMER): 45717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/84032ec7-ab31-4560-9cd9-54ba410db29d_20250317T13:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there. My name is [PII]. I'm calling with Novine Medical Group. I am just trying to get eligibility on a patient, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] All right, let me get back to that page, uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Trying to multitask and that didn't work. OK, um, it's 02595081.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just sub advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And is this for an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, under this policy for office visits, we cover up to $50 per visit and she gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, so nothing out of pocket.
[AGENT][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, the only other thing I need is if you guys use reference numbers.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is it. Thank you for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.