AccountId: 011433970860
ContactId: 8a0bc5ed-e86a-41cb-8d63-f04e6a2fb587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138970 ms
Total Talk Time (AGENT): 68429 ms
Total Talk Time (CUSTOMER): 54262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/8a0bc5ed-e86a-41cb-8d63-f04e6a2fb587_20250206T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility please for one of our patients.
[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] Yes, it's gonna be [PII] spelled [PII]
[AGENT][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] And the callback number is gonna be it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Of course, the policy number of the patient is gonna be 02431037 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, of course. The patient's name is [PII] and it's called, and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage. It does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for um office visit and outpatient surgery.
[AGENT][NEUTRAL] OK, for outpatient services, we cover up to 500 per day, and that's for the co-insurance and the deductible after the primary insurance processes the claim for services provided in office.
[AGENT][NEUTRAL] And for
[CUSTOMER][NEUTRAL] OK, and for the office visit?
[AGENT][NEUTRAL] Yeah, the office visit is not covered.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, and a reference number please?
[AGENT][NEUTRAL] For the reference number, you can use my name in today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] like [PII] in today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that will be all you have a great rest of your day, OK?
[AGENT][NEUTRAL] You do the same. Thank you for calling APL bye.