AccountId: 011433970860
ContactId: 8b9b0f3b-dd94-44d0-8da3-3525247fd1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234279 ms
Total Talk Time (AGENT): 85060 ms
Total Talk Time (CUSTOMER): 103908 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/8b9b0f3b-dd94-44d0-8da3-3525247fd1c1_20250509T17:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just calling, um, to verify eligibility for the patient for this year. Um, last year when he came, he exhausted his plan and so I just called and asked him maybe he had something different or something new and he said that it was the same one so I just want to confirm fresh eligibility for the month for the year. I'm sorry.
[AGENT][NEUTRAL] OK, so you're just wanting to verify the member's eligibility for this calendar year?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 023-384-86.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, any information, [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII], um birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on this policy and it is active, effective [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alrighty, and is it the same as last time where the treatment writer, it's 5 visits per calendar year, paying $75 only for each visit.
[AGENT][POSITIVE] Uh, yes. Let me double check the number, but yes, I believe that is correct.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm, I got a response, but there hasn't not yet, not yet, yeah, no, just the, uh, but yeah.
[CUSTOMER][NEUTRAL] So uh you guys did have a.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEGATIVE] No OK.
[CUSTOMER][NEUTRAL] Very
[AGENT][NEUTRAL] Yes, that is correct. The maximum benefit per visit is $75 with the max visit of number of $5.
[CUSTOMER][NEUTRAL] So basically now with
[CUSTOMER][NEUTRAL] long
[CUSTOMER][NEUTRAL] you know uh.
[CUSTOMER][POSITIVE] OK perfect and I we'll keep it the same and verify today. OK, thank you so much for your time I appreciate.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] No ma'am, we're good thank you so much for your time bye bye.
[AGENT][NEUTRAL] OK, alright, yeah, and you're welcome and [PII], one more thing before we go, if you all end up filing a claim with us for him, we do have a portal in which you should be able to check claim status in once it's processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that website for that portal is [PII].
[CUSTOMER][POSITIVE] [PII] alrighty alright and thank you so much. I appreciate it bye bye.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am. Have a great day and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.