AccountId: 011433970860
ContactId: af60914a-3b4d-41ff-b0b3-a5029abeac3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186820 ms
Total Talk Time (AGENT): 87872 ms
Total Talk Time (CUSTOMER): 48970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/af60914a-3b4d-41ff-b0b3-a5029abeac3e_20250602T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02250005.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Could you please repeat that policy number?
[CUSTOMER][NEUTRAL] 02250005.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] OK, and please verify his name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] OK, thank you. Just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] OK. Can I get that one?
[AGENT][NEUTRAL] Um, yes, ma'am. His new policy number is
[AGENT][NEUTRAL] 025.
[AGENT][NEUTRAL] 192291.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 291. Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $500 per occurrence and every occurrence is every 90 days. We'll cover up to $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Uh sure. OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can I get a reference number for the call, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] Today is 6225.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.