AccountId: 011433970860
ContactId: aa038733-f45a-4cca-bae5-f2147656c817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148240 ms
Total Talk Time (AGENT): 79810 ms
Total Talk Time (CUSTOMER): 45813 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/aa038733-f45a-4cca-bae5-f2147656c817_20250416T17:04_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] Hi [PII], this is [PII] and I'm calling from the provider's office and I'm trying to get verification and benefits for a patient.
[AGENT][NEUTRAL] OK, well I can help you with the eligibility and benefits. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02565279.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And I have the policy here. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And just for my notes, um, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] All right. And
[AGENT][NEUTRAL] I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have particular questions?
[CUSTOMER][NEUTRAL] Um, a copy of the fax back would be great.
[AGENT][NEUTRAL] OK, and on the fax back you'll see the calendar year, um, max, deductible, percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And does he have any history on this plan?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] Not yet. We haven't processed anything for him yet.
[CUSTOMER][POSITIVE] All right, fantastic.
[AGENT][NEUTRAL] And [PII], what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and I'm gonna go ahead and send this over to you now. And was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll be it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.