AccountId: 011433970860
ContactId: 89c4bc89-717e-46b7-a18b-ac52afdcd81e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130788 ms
Total Talk Time (AGENT): 72431 ms
Total Talk Time (CUSTOMER): 41559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/89c4bc89-717e-46b7-a18b-ac52afdcd81e_20250506T19:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, and that number is going to be oops I it's.
[CUSTOMER][NEUTRAL] Where did it go? Do you wanna get, OK, it's 01847154.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII] 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 is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's an office visit.
[AGENT][NEUTRAL] OK, under this policy, let's see.
[AGENT][NEUTRAL] For services provided in office, we cover up to 1500 per calendar year and that's for the coinsurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, alright, perfect. All right, can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. 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. Um is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] OK, I thank you, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.