AccountId: 011433970860
ContactId: 8af8f564-4b15-4de4-9570-76aa4a553b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169589 ms
Total Talk Time (AGENT): 94032 ms
Total Talk Time (CUSTOMER): 55293 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8af8f564-4b15-4de4-9570-76aa4a553b34_20250225T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Um, hi, good morning. I would like to get eligibility and benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes. And your name is?
[AGENT][NEUTRAL] Thank you, [PII].
[CUSTOMER][NEUTRAL] And your initial?
[CUSTOMER][POSITIVE] Alright, thank you, [PII].
[AGENT][NEUTRAL] And [PII], what is the callback number? You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02337280 M like mama L like Lima 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you, and I understand you're needing eligibility.
[CUSTOMER][POSITIVE] Mm. Yes, and benefits.
[AGENT][POSITIVE] I can help you with that.
[AGENT][POSITIVE] All right, thank you. I can help you with that. Uh, [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], I'm showing that this policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the major medical coverage.
[AGENT][NEUTRAL] And what type of benefits are you needing for Chali?
[CUSTOMER][NEUTRAL] Specialist office visit.
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] And is there an outpatient benefit maximum?
[AGENT][NEUTRAL] So office visits are not covered under [PII]'s policy.
[AGENT][NEUTRAL] Now, he does have outpatient coverage. Mhm. That outpatient.
[CUSTOMER][NEUTRAL] Mhm. Is there an outpatient?
[CUSTOMER][NEUTRAL] Go on.
[AGENT][NEUTRAL] Benefit is $1000 per calendar year.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Is what's the accumulation?
[AGENT][NEUTRAL] As of right now, he has that $1000 benefit remaining for 2025. Nothing used.
[CUSTOMER][NEUTRAL] Alright, what's the reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, that will be all. Thank you so much, [PII].
[AGENT][POSITIVE] My pleasure to assist you today. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.