AccountId: 011433970860
ContactId: a079c97f-8b14-4dd2-8c97-9edab0f68dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143020 ms
Total Talk Time (AGENT): 44279 ms
Total Talk Time (CUSTOMER): 70633 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a079c97f-8b14-4dd2-8c97-9edab0f68dca_20250609T16:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII] I'm calling um for benefit and eligibility on a mutual patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Medical, medical office visit.
[AGENT][POSITIVE] If I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Oh, I'm so sorry, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, would that be the group number?
[AGENT][NEUTRAL] No, um, it would be.
[CUSTOMER][NEUTRAL] The certification number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 01951798. M as in Mary, L as in
[CUSTOMER][NEUTRAL] Like 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. Now I do show this policy does not have benefits for treatment in an office or clinic setting.
[CUSTOMER][NEGATIVE] So they do not cover.
[CUSTOMER][NEUTRAL] Office or treatments correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So they would have to pay copayment, OK, no problem.
[CUSTOMER][NEUTRAL] Does not
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Cover
[CUSTOMER][NEUTRAL] One second, so sorry.
[CUSTOMER][NEUTRAL] Office services.
[CUSTOMER][NEUTRAL] OK, um, can I have a reference call, a reference number for this call and your first name and initial.
[AGENT][NEUTRAL] Reference is just my name.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] [PII] correct?
[AGENT][NEUTRAL] [PII], we're um central.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] [PII] alright thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.