AccountId: 011433970860
ContactId: b47e5e1c-83ee-4640-9550-3c908000c9f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135729 ms
Total Talk Time (AGENT): 51119 ms
Total Talk Time (CUSTOMER): 55858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b47e5e1c-83ee-4640-9550-3c908000c9f5_20250519T18:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] ATL, my name is [PII].
[CUSTOMER][NEUTRAL] Hi, um, good afternoon, um, [PII]. I was calling to get eligibility and benefits for a patient.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh my name is [PII]. It's [PII]
[AGENT][POSITIVE] It might tell you if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And what is the policy? Oh, I'm sorry, 326. OK, and what is the policy number?
[CUSTOMER][NEUTRAL] That is 02552108, M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guar guarantee of payment.
[AGENT][NEUTRAL] And you show the policy is currently active?
[AGENT][NEUTRAL] Effective date is [PII] and will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's gonna be for outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] So the outpatient calendar
[CUSTOMER][NEUTRAL] OK, and then have they met anything towards that so far?
[AGENT][NEUTRAL] Um, so far they have used.
[AGENT][NEUTRAL] $203.38 of that.
[CUSTOMER][NEUTRAL] OK, and then does that include the offices of copay?
[AGENT][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] No, only the treatment and procedures at the visit.
[CUSTOMER][NEUTRAL] No, only the treatment and procedures that.
[CUSTOMER][NEUTRAL] OK perfect um alrighty [PII] and then if I can just go ahead and get um the first initial to your last name and just the reference number.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Reference is just my name.
[CUSTOMER][POSITIVE] OK, alrighty, [PII], thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.