AccountId: 011433970860
ContactId: 92db7a8d-43c6-4e1c-b3eb-adf8e7145d67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116750 ms
Total Talk Time (AGENT): 63786 ms
Total Talk Time (CUSTOMER): 31199 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/92db7a8d-43c6-4e1c-b3eb-adf8e7145d67_20250605T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], good afternoon. I was calling to get some help with uh verifying eligibility for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02469012.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 6000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Alrighty and then uh reference for the call?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um, it's spelled [PII] Last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thanks so much for your help. You have a great day and stay safe.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] OK, bye bye.