AccountId: 011433970860
ContactId: 92db02cb-077b-495d-8778-55e0860e168c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152070 ms
Total Talk Time (AGENT): 86804 ms
Total Talk Time (CUSTOMER): 35432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/92db02cb-077b-495d-8778-55e0860e168c_20250102T14:45_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][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling for benefits and eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII], with benefits and eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02549555.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can provide you the eligibility and benefits for Mr. [PII]. I'm showing that his policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] OK, and does it pick up anything from the primary?
[AGENT][NEUTRAL] And what type of services are you needing?
[CUSTOMER][NEUTRAL] For um cardiologist office.
[CUSTOMER][NEUTRAL] Specialist.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. I'm checking on that benefit for you.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] The treatment in a physician's office is covered. I'm checking to see if the visit is.
[AGENT][NEUTRAL] So it'll only be for treatment in a doctor's office, and that is covered under the outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that benefit amount is
[AGENT][NEUTRAL] $750 that is a per calendar day benefit.
[AGENT][NEUTRAL] That is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, a reference number for the call.
[AGENT][NEUTRAL] Reference number would be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Great thank you very much you have a good day.
[AGENT][POSITIVE] It's my pleasure to assist you, [PII], with, I'm sorry, [PII] with those benefits. Thank you for calling EPL and have a wonderful day.
[CUSTOMER][NEUTRAL] That's OK
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.