AccountId: 011433970860
ContactId: 87934292-b2a0-4f7e-83bf-eb517f8fc30d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136850 ms
Total Talk Time (AGENT): 45861 ms
Total Talk Time (CUSTOMER): 72605 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/87934292-b2a0-4f7e-83bf-eb517f8fc30d_20250328T17:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Franciscan Medical Group and I'm looking to check the eligibility status of a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, that would be D as in Delta 46802149.
[AGENT][NEUTRAL] I believe that's their wellness policy number um do you have a social?
[CUSTOMER][NEUTRAL] Uh, uh, bear with me just a sec.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, I see it now. It's uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. 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] Just outpatient.
[AGENT][NEUTRAL] Uh, and where will treatment take place?
[CUSTOMER][NEUTRAL] Uh, it looks like it's just an outpatient, uh, like a, uh, an appointment.
[AGENT][NEUTRAL] Just regular office visit?
[CUSTOMER][NEUTRAL] Oh, looks like uh for CP yeah office office visit.
[AGENT][NEUTRAL] OK, I do show a patient does have um 4 office visits per calendar year with a benefit amount of $100 per visit.
[CUSTOMER][NEUTRAL] $100 per visit. I do have one other question. Um, is it, is the is the correct ID number 02571787?
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK, I'm sorry, it looks like um the wrong ID number was added, so then I whenever I looked at the card, I was like, OK, I think I know what number it is correct, so I'll make sure and change that. And then is there a call reference number or do I just use your name in today's state?
[AGENT][NEUTRAL] Um, it's my name in today's date.
[CUSTOMER][POSITIVE] All right well thank you so much I hope you have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh bye bye.