AccountId: 011433970860
ContactId: 9348ab4a-988f-4e87-a130-41149196ad7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154279 ms
Total Talk Time (AGENT): 50649 ms
Total Talk Time (CUSTOMER): 58896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/9348ab4a-988f-4e87-a130-41149196ad7e_20250331T16:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work with Envision Health Services, and I needed to check someone's eligibility.
[AGENT][POSITIVE] OK, I'd be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01762203.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lion.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on one second, I didn't look at the face sheet that close.
[CUSTOMER][NEUTRAL] It looks like he came in.
[CUSTOMER][NEUTRAL] Well, that doesn't tell me.
[CUSTOMER][NEUTRAL] Yeah, I'm not sure. I, I'm, I'm actually billing for the anesthesia services, but I'm not sure if it's inpatient or outpatient.
[CUSTOMER][NEUTRAL] As of yet.
[AGENT][NEUTRAL] OK, for the outpatient the per day is 500. If it's inpatient, the calendar year maximum is 2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And do you have a good, uh, claims address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much. Oh, do you have a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.