AccountId: 011433970860
ContactId: 98f1be9d-0451-46fa-9171-cdf9f1f9db30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165190 ms
Total Talk Time (AGENT): 62440 ms
Total Talk Time (CUSTOMER): 52685 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/98f1be9d-0451-46fa-9171-cdf9f1f9db30_20250129T18:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Um, hi. Good day. This is [PII] from provider's office. I'm just calling to check for um eligibility, member's eligibility.
[AGENT][POSITIVE] Alright [PII], I'm happy to check on a member's eligibility today. What is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 2483111.
[AGENT][NEUTRAL] All right, let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this is for, um, [PII], date of birth of [PII].
[AGENT][POSITIVE] Thank you so much. So the member plan is active. The effective date is [PII]. We're the secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm. And may I know what is your plan type?
[AGENT][NEUTRAL] Uh, this is a secondary meddling plan.
[CUSTOMER][NEUTRAL] Mm. And may I ask if uh office visit um covers under the plan?
[AGENT][NEUTRAL] Uh, let me see if the office visit fee is covered on this. Give me just one moment please.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Uh, looks like this plan does cover the office visit fee.
[CUSTOMER][NEUTRAL] Mhm. OK, got it. So, um, it will be covered. And for, uh, may I know what is the
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Maximum benefits for this patient?
[AGENT][NEUTRAL] The outpatient benefit max is 9100.
[CUSTOMER][NEUTRAL] Mhm. And we just have a reference number for call and your name.
[AGENT][NEUTRAL] Call reference is my name with my last initial and then today's date. My name again is [PII], that is spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Mhm. OK. Thank you very much, sir, and I guess I got all the information needed. Thanks again. You have a great day. Thank you.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.