AccountId: 011433970860
ContactId: 8566d7a7-4db3-4b20-a75d-0c307bc944fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174669 ms
Total Talk Time (AGENT): 49172 ms
Total Talk Time (CUSTOMER): 63712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8566d7a7-4db3-4b20-a75d-0c307bc944fb_20250415T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with the provider's office. I need to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have oh there it is policy number 01863350.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, it looks like I show this policy effective [PII] and policy is active.
[CUSTOMER][NEUTRAL] OK, she is gonna be scheduling with us for an office consultation for a specialist, um.
[CUSTOMER][NEUTRAL] I see it says it's a limited benefit medical plan. Are you able to give me an idea of what her benefits may be for something like that?
[AGENT][NEUTRAL] Uh, yes, I can give you the benefits. Uh, it's not a guarantee of payment. It's a basic outline of the policy. Uh, let's see what she's got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, and you said this is for an office visit?
[CUSTOMER][NEUTRAL] Yeah, for a specialist.
[AGENT][NEUTRAL] A physician's office visit on this policy, there's a $100 per day payout, a max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Are you able to tell me if she's using any of those 4 per year?
[AGENT][NEUTRAL] Uh yeah, let me check.
[AGENT][NEUTRAL] Uh, it looks like she's actually used all of them.
[CUSTOMER][NEUTRAL] OK, so more than likely when our claims hit she would owe because you all wouldn't pay anything correct?
[AGENT][NEUTRAL] Right, she met her max for the year.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, I just like to kind of give him an idea so.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Alright, and now can you give me a reference number then for my call?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK great all right thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.