AccountId: 011433970860
ContactId: a34b8411-5db4-4b8f-bdc7-0bdfb38ee362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125610 ms
Total Talk Time (AGENT): 51111 ms
Total Talk Time (CUSTOMER): 45348 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a34b8411-5db4-4b8f-bdc7-0bdfb38ee362_20250326T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I'm calling from the provider's office. Uh, I wanted to verify if the member is active with your plan.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Outpatient benefit certification number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 300.
[CUSTOMER][NEUTRAL] 974.
[CUSTOMER][NEUTRAL] Letter M letter L.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [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] Mhm
[CUSTOMER][NEUTRAL] OK, perfect. So he has any, does he have any deductible?
[AGENT][NEUTRAL] Hold on one moment. Are you all considered like outpatient or inpatient because this is the secondary insurance. Outpatient? Let me see if there's a deductible for outpatient.
[CUSTOMER][NEUTRAL] I'll pay
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, there's no deductible on this policy for in or outpatient.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.