AccountId: 011433970860
ContactId: 95f3ddf8-42d1-4456-b2f9-64935f2a0011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204119 ms
Total Talk Time (AGENT): 79401 ms
Total Talk Time (CUSTOMER): 88368 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/95f3ddf8-42d1-4456-b2f9-64935f2a0011_20250225T14:06_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][POSITIVE] Yes, I'm calling to find out um benefits and eligibility for a patient please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's Mother and it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02582092.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Her first name is [PII] is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [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 [PII].
[CUSTOMER][NEUTRAL] Your. Please hold the line.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] So for medical.
[AGENT][NEUTRAL] Um, as in like inpatient or outpatient?
[CUSTOMER][NEUTRAL] She is at the um she's a medical patient at eye doctor's office.
[AGENT][NEUTRAL] So this is for vision insurance?
[CUSTOMER][NEUTRAL] Um, it's for her we run it as a medical because she's a medical patient, she has some.
[AGENT][NEUTRAL] I just need to know if this is, so are you like an outpatient facility? The reason I'm asking is because that's how the benefits are broken down. So I'm just trying to see what to quote you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know what how it would be to an eye doctor's office is it like we're not at a hospital, so I guess it'll be outpatient.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] on a brief hold
[CUSTOMER][NEGATIVE] you're gonna be dealing with
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good good to talk to you soon.
[AGENT][NEUTRAL] Hold on one moment, cause we don't provide vision insurance, but she has an office coverage for like doctor's offices. I don't know about.
[AGENT][NEUTRAL] This, it sounds like you want to call her primary, but um,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I mean, I can give you the benefits for outpatient. We don't provide vision insurance here at APL.
[CUSTOMER][NEUTRAL] Right, no, I'm looking for vision insurance. It it it's gonna be run through her medical because she's a medical patient. I just wanna know that it is active.
[CUSTOMER][NEUTRAL] So that's fine.
[AGENT][NEUTRAL] Yes, this policy is active.
[CUSTOMER][POSITIVE] OK, that's cool thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] call back