AccountId: 011433970860
ContactId: 9c8f5b39-01e2-412e-a38f-641f9a14f0bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197399 ms
Total Talk Time (AGENT): 75130 ms
Total Talk Time (CUSTOMER): 71957 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9c8f5b39-01e2-412e-a38f-641f9a14f0bf_20250623T14:02_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, ma'am, good morning. Uh, may I have your name again?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hi, ma'am. Good morning. I just need to verify benefits and eligibility for one of my patients pay list. Can you help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII] 4.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 92
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I have that policy number, the member that you're calling to verify eligibility and benefits for myself.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, no problem. 0228.
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] The letter [PII].
[CUSTOMER][NEUTRAL] And the number [PII] and the [PII]
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] My first name is [PII]. I have a [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility myself for what place of service?
[CUSTOMER][NEUTRAL] At an office setting outpatient benefits.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] For X-ray benefits.
[AGENT][NEUTRAL] So the member's policy does not have office visits or the treatment received in the office covered under the policy. However, if it's considered as diagnostic testing.
[AGENT][NEUTRAL] It'll fall under the outpatient benefits of $1000.
[CUSTOMER][NEUTRAL] Yes, yes. It's for diagnostic test.
[AGENT][NEUTRAL] Her calendar year and this is.
[CUSTOMER][NEUTRAL] It is for diagnostic test.
[AGENT][NEUTRAL] The member has $1000 per calendar year and this is not a guaranteed benefit just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] $1000 per calendar year.
[AGENT][NEUTRAL] Yes, that is correct, and it looked like the member has utilized there go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the effective date for this patient, please?
[AGENT][NEUTRAL] The policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK. May I have your name and a reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and unfortunately we don't provide reference numbers. However, I set a member has not utilized any of their benefits for the outpatient benefits for [PII], so it's still remaining.
[CUSTOMER][NEUTRAL] OK. Your name is [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] All right. Thank you so much, ma'am. Have a great day. Bye bye. Thank you.
[AGENT][POSITIVE] You're welcome, thanks for calling APL. You have a great one as well. Good bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye.