AccountId: 011433970860
ContactId: ac873f6f-ca71-49f9-90f3-d7b974220347
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182279 ms
Total Talk Time (AGENT): 76836 ms
Total Talk Time (CUSTOMER): 81070 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ac873f6f-ca71-49f9-90f3-d7b974220347_20250326T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the office. Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Any patient benefits and eligibility.
[AGENT][POSITIVE] All right, well, I'll be more than happy to help you with the eligibility. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02514682.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the name is [PII]. The date of birth is [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 that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, did you want to go over benefits as well?
[AGENT][NEUTRAL] And what type of benefits are you looking for?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Specialist office visits.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Alright, so for an office visit, the policy will pay up to $50.04 times per calendar year. Did you want me to see if any of those visits have been used?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Would you like me to see if any of the 4 visits have been used for the calendar year?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] Alright, so I'm showing that they haven't used any of the benefits for [PII], so they still have all four visits.
[CUSTOMER][NEUTRAL] OK, so what is your last name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] The last name person.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the full reference number?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just the call reference number.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] maybe
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah