AccountId: 011433970860
ContactId: ac69ed3f-632a-4c06-a2e2-0eb082bc07bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261970 ms
Total Talk Time (AGENT): 81029 ms
Total Talk Time (CUSTOMER): 73478 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ac69ed3f-632a-4c06-a2e2-0eb082bc07bf_20250320T14:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pros office. Uh, may I know the member eligibility and benefits?
[AGENT][NEUTRAL] OK, yes, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] OK. I give for my manager number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. No extension, direct number.
[AGENT][NEUTRAL] OK, what is the policy number please?
[CUSTOMER][NEUTRAL] Uh, policy number is 250.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 54.
[AGENT][NEUTRAL] OK, and to repeat and confirm, I have that as 250-5754. Thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, last name is [PII].
[CUSTOMER][NEUTRAL] First name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you very much for the information, [PII] and again you're calling for eligibility and benefits. Would you need inpatient or outpatient benefits for this number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] is outpatient specialist office visit. Actually, the Aetna is a primary.
[AGENT][NEUTRAL] Specialist office visit. OK, I can assist you with benefits. One moment please. The member shows effective as of [PII]. This policy shows active and for benefits for a specialist office, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I place you on a brief hold, please, [PII]?
[CUSTOMER][NEUTRAL] Because they
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much for your patience. I do apologize for that. I'll hold. Um, please note verification of benefits provided that's not guaranteed payment for a specialist office visit, we will pay up to $50 for the visit, max.
[CUSTOMER][NEUTRAL] OK. I actually the Vietnam co-pay deductible, can you uh consider for this one, sir?
[CUSTOMER][NEUTRAL] 89 Primary is there. Aetna insurance.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Aetna, HMO plan is HMO plan.
[AGENT][NEUTRAL] We are secondary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this is for primary or secondary insurance.
[AGENT][NEUTRAL] This is secondary insurance.
[CUSTOMER][NEUTRAL] OK. Aetna co-pay and deductible uh can come?
[AGENT][NEUTRAL] We help with the major medicals, deductible, co-pay, and our co-insurance.
[CUSTOMER][NEUTRAL] OK. OK. OK. OK. May I know the callback number?
[CUSTOMER][NEUTRAL] So, call reference number.
[AGENT][NEUTRAL] We do not provide call reference numbers. You can use my name [PII] last initials [PII], and today's date, [PII]. Anything else I can assist you with this call?
[CUSTOMER][POSITIVE] OK, nothing. I have that information. Thank you. Thank you for the information.
[AGENT][POSITIVE] Thank you for calling [PII]. Have a good day. mm bye.
[CUSTOMER][NEUTRAL] OK bye bye.