AccountId: 011433970860
ContactId: b7cd89a0-fc64-4615-afad-746dfc1ec838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153080 ms
Total Talk Time (AGENT): 64319 ms
Total Talk Time (CUSTOMER): 57472 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b7cd89a0-fc64-4615-afad-746dfc1ec838_20250404T17:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling to verify coverage for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Of course, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 018976.
[CUSTOMER][NEUTRAL] 29 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. And could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility. Let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 250-1736. It's 250-1736. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and then for outpatient, um, what is the coverage?
[AGENT][NEUTRAL] This member has outpatient benefits of.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] $1000 per calendar year and this is not a guaranteed benefits just a disclaimer or the policy's coverage.
[CUSTOMER][NEUTRAL] OK, has she used any off of it?
[AGENT][NEUTRAL] Um, hello?
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEGATIVE] She has not utilized any of her benefits.
[CUSTOMER][NEGATIVE] Has not utilized anything.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, she has not utilized anything out of the $1000 correct?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, can you hear me correctly or no? Can you hear me?
[AGENT][NEGATIVE] You call, you you asked me was the um I think you asked me about outpatient benefits and I verified them and she does not have any history on file, so she has not utilized any of her benefits for [PII]. I'm not sure if you're able to hear me but callers have been stating that they're not, I'm going in and out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I heard everything thank you so much OK have a good day.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.