AccountId: 011433970860
ContactId: 8bfca2fe-ef25-4c7d-a22d-5455a09df196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138740 ms
Total Talk Time (AGENT): 68187 ms
Total Talk Time (CUSTOMER): 32050 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8bfca2fe-ef25-4c7d-a22d-5455a09df196_20250507T20:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], my name is [PII]. I'm calling from a provider's office looking to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you for that. And the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 02619215.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since I'm sorry, [PII]. And did you need a copy of the fax back or you have particular questions about it?
[CUSTOMER][NEUTRAL] Um, yeah, I can take a, a copy of the fax back please.
[AGENT][NEUTRAL] OK, um, on the fax back, you'll see the calendar year max and deductible, all the percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK, and I just want to verify the maximum for the year.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, it's $500.
[CUSTOMER][POSITIVE] Alright perfect. Alright, perfect. Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright perfect thank you so much and you have a good day.
[AGENT][POSITIVE] You're very welcome. You also, and thanks for calling APL. Bye-bye.
[AGENT][NEUTRAL] Wait,