AccountId: 011433970860
ContactId: 88240f60-807e-41c3-89df-76d9ecdd281c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146619 ms
Total Talk Time (AGENT): 56735 ms
Total Talk Time (CUSTOMER): 63104 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/88240f60-807e-41c3-89df-76d9ecdd281c_20250303T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office and I need to just verify benefits of a patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK. Thank you, Kay. Now I need the policy number.
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] Da da da da.
[CUSTOMER][NEUTRAL] 02550641
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Do you want the policy holder's name or the person I'm looking for?
[AGENT][NEUTRAL] And the patients.
[CUSTOMER][NEUTRAL] OK, so it's [PII] and last name is spelled [PII]
[AGENT][NEUTRAL] Thank you. And his date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for a list of the benefits and fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Excuse me, yes, please.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention K [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Well, you should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yes, just one question, are they on a policy year or is it on a calendar year?
[AGENT][NEUTRAL] It's a calendar year plan.
[CUSTOMER][POSITIVE] Calendar year OK alright awesome no that is all I needed.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Yeah you as well thank you bye bye.
[AGENT][POSITIVE] Thanks