AccountId: 011433970860
ContactId: 8a48117c-0e49-4c62-b8ee-6af982ab58e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 62669 ms
Total Talk Time (CUSTOMER): 53240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8a48117c-0e49-4c62-b8ee-6af982ab58e0_20250225T14:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is. How can I help?
[CUSTOMER][NEUTRAL] Hi, yes, I was going to um check uh eligibility on uh a member.
[AGENT][NEUTRAL] OK, may I have your name? I can help you?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] Thank you [PII] and what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and may I please have the policy number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh yes, it is 02334373.
[AGENT][POSITIVE] OK, thank you so much one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you very much and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh yep, first name is [PII], last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you very much for the information, [PII], and you're calling to verify eligibility. Give me one second. Would you need benefits for the member as well or just eligibility?
[CUSTOMER][POSITIVE] Um, it, it both would be good.
[AGENT][NEUTRAL] OK, of course I can help you with both. Um, the patient shows effective as of [PII], and this policy currently shows active. Now would it be for inpatient or outpatient benefits, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We pay up to $3000 for the calendar year for covered outpatient services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so what is, um, does it matter who the provider is and it's just um.
[CUSTOMER][NEUTRAL] It's paid out as claims are received.
[AGENT][NEUTRAL] It paid out as claims are received for covered services. There's no network and as a supplemental, we help with the major medicals, deductible, co-pay and or co-insurance.
[CUSTOMER][NEUTRAL] OK, um, so did, uh, do those on the policy, do, does he have those?
[AGENT][NEGATIVE] He has no deductible on this policy.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, um, I think that's all I needed to know. I thank you very much for your time.
[AGENT][POSITIVE] You're very welcome, [PII], and thank you for calling APL. Have a good day. Mm bye.
[CUSTOMER][POSITIVE] All right thank you you too bye bye.