AccountId: 011433970860
ContactId: 8b200fdc-f4af-4831-a517-7d9918218b03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110220 ms
Total Talk Time (AGENT): 45611 ms
Total Talk Time (CUSTOMER): 36168 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8b200fdc-f4af-4831-a517-7d9918218b03_20250520T16:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get um eligibility on the patient please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 02611722.
[AGENT][POSITIVE] Thank you, give me one moment please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] patient's date of birth is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm shown his effective date is [PII] and he is active on the policy.
[CUSTOMER][POSITIVE] Perfect. My next question is the patient is coming for a specialist. Do you guys cover copays?
[AGENT][NEUTRAL] Uh, let me see if office visits are covered. Give me one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Well, under the patient's policy, office visits are not covered. Uh, the patient has benefits for procedures and yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, usually it's just big procedures.
[CUSTOMER][POSITIVE] Yeah, I figured I just wanted to make sure. Thank you so much.
[AGENT][POSITIVE] OK. Uh, yes, ma'am. Thank you for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye