AccountId: 011433970860
ContactId: 98a79d65-cefa-4903-88aa-62e055b18a79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155429 ms
Total Talk Time (AGENT): 68340 ms
Total Talk Time (CUSTOMER): 43091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/98a79d65-cefa-4903-88aa-62e055b18a79_20250527T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm trying to verify a patient's eligibility, please.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02029845. I'm, I'm sorry, ML 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 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, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][NEUTRAL] OK, let's see. Thank you. One moment.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Thank you very much. And your reference number for this 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] My last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] your first initial, uh, for your last name, I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] Oh, OK, thank you very much, [PII]
[CUSTOMER][POSITIVE] That will be it, thank you very much. I really appreciate your assistance.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye now.
[AGENT][POSITIVE] Thank you.