AccountId: 011433970860
ContactId: 9c23471c-aa1b-4315-96e8-0a99a40904f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124819 ms
Total Talk Time (AGENT): 60191 ms
Total Talk Time (CUSTOMER): 46703 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/9c23471c-aa1b-4315-96e8-0a99a40904f9_20250116T15:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I'm calling from, um, Vita Health, and I'm just calling to, um, verify eligibility for patients.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what was yours, ma'am?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number that you're inquiring benefits for?
[CUSTOMER][NEUTRAL] Oh, [PII], OK, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's my direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the policy number of the member?
[CUSTOMER][NEUTRAL] 01605725
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's.
[CUSTOMER][NEUTRAL] 3578.
[AGENT][NEUTRAL] [PII] are you calling about dental or medical?
[CUSTOMER][NEUTRAL] Medical, did I press dental?
[AGENT][POSITIVE] Yes ma'am, but I could assist you.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits, inpatient office visit, what type of, what's the place of service?
[CUSTOMER][POSITIVE] Oh, I'm so sorry, you know.
[CUSTOMER][NEUTRAL] It's an office visit at a specialty clinic. We are gastroenterology. Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So the member's policy has outpatient benefits of $2500 per calendar year, and this is not a guaranteed benefits just a disclaimer of the policy's coverage. Now she don't have office visits, however, the procedure done in the office is covered under the outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has not utilized any of her benefits for [PII] and the policy has been active since [PII].
[CUSTOMER][POSITIVE] Thank you so much. Is there a reference number to the call?
[AGENT][NEUTRAL] We don't provide those unfortunately you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it thank you you have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APA. You have a great one as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.