AccountId: 011433970860
ContactId: a3500a4d-b0b4-4cd3-b58d-7b64792abec2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177750 ms
Total Talk Time (AGENT): 76606 ms
Total Talk Time (CUSTOMER): 54752 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a3500a4d-b0b4-4cd3-b58d-7b64792abec2_20250331T16:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL Angel. My name is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I would like to verify, um, eligibility for patient.
[AGENT][POSITIVE] OK, I can assist with that. Thank you. May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then I'm sorry, can you spell that for me for documentation?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. What is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I have 021-75454 ML 7.
[AGENT][NEUTRAL] OK, and to repeat and confirm I have that as 021-75454 ML7.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] Thank you very much for the verification process and you're calling to verify eligibility. Would you need benefits for the member as well?
[CUSTOMER][POSITIVE] Yes, for an upcoming visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that would be for outpatient. OK, thank you. Office visit, one moment please.
[AGENT][NEUTRAL] OK, the member shows effective as of [PII]. This policy shows active as a supplemental.
[AGENT][NEUTRAL] And for office visits, and I do apologize that this policy does not cover for an office visit.
[CUSTOMER][NEUTRAL] Um, it's not for an office visit. It's for an outpatient ultrasound.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of up to $500.
[CUSTOMER][NEUTRAL] OK, got it, um, and active as of April you said [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you and uh wouldn't be required, correct?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Would any authorization be required?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright thank you and your name again was?
[AGENT][NEUTRAL] You're welcome. My name is [PII]. We do not provide reference numbers. You can use my name and today's date, and my last initial is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. Have a good week bye.
[CUSTOMER][NEUTRAL] You as well bye.