AccountId: 011433970860
ContactId: b03979ff-f981-4f99-a6ee-4d850009e049
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122779 ms
Total Talk Time (AGENT): 66132 ms
Total Talk Time (CUSTOMER): 42881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b03979ff-f981-4f99-a6ee-4d850009e049_20250116T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling to check eligibility on a patient's policy.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] All right, that is 02455064.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it is [PII], I think it's [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, 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] Office visit for a specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for services provided in the office, we cover up to 3000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, um, do I just need to use your name and today's date for reference or do you have a reference number?
[AGENT][NEUTRAL] You can use my name in today's date. Um my name is [PII]. It's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII].
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] OK, thank you.