AccountId: 011433970860
ContactId: a0787a66-ba1e-4dc5-a784-1370b47ca3c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163919 ms
Total Talk Time (AGENT): 77816 ms
Total Talk Time (CUSTOMER): 43053 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a0787a66-ba1e-4dc5-a784-1370b47ca3c4_20250220T17:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], um, I'm trying to get benefits and eligibility on a patient of ours.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and a good contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK, so it's going to be.
[CUSTOMER][NEUTRAL] 00615419
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] 73.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, the first name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Of [PII]?
[AGENT][NEUTRAL] And let me see what type of policy they have. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have particular questions about it?
[CUSTOMER][NEUTRAL] Um, I would like a fax.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Um, you can.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and on the facts back, you'll see the calendar year deductible, calendar year maximum and deductible. Um, all the frequencies, limitations, all the ways to file a claim, and then there's a list of covered codes and the benefit amount that would go towards that code. If the code you're looking for is not on this list, then it would not be covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I'll go ahead and fax this over to you now. And was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you, bye bye.