AccountId: 011433970860
ContactId: a06cf509-27d6-4be7-9c12-7c84196674f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160160 ms
Total Talk Time (AGENT): 65227 ms
Total Talk Time (CUSTOMER): 27360 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a06cf509-27d6-4be7-9c12-7c84196674f4_20250108T16:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I'm calling to check eligibility and benefits.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits and eligibility for you today. Do you have the member's uh, policy number, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 02565547
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Even for the office visit?
[AGENT][NEUTRAL] Uh, let me double check and see if an office visit is covered here. One moment.
[CUSTOMER][NEUTRAL] And the reason for your visit.
[AGENT][NEUTRAL] So it looks like under this policy, the office visit is covered, yes.
[CUSTOMER][NEUTRAL] And it's a maximum per year or no?
[AGENT][NEUTRAL] Let's see, the outpatient max for the calendar year is going to be $9000.
[CUSTOMER][NEUTRAL] Anything has been met?
[AGENT][NEUTRAL] Let me double check that for you one moment.
[AGENT][NEGATIVE] Nothing has been used for this year.
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] Absolutely, that's going to be my name with my last initial and then today's date. My name again is [PII], that's spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you sir have a good day.
[AGENT][NEUTRAL] You too. Bye bye.