AccountId: 011433970860
ContactId: b9cfc0fc-da27-4f07-8870-0457665e300b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146210 ms
Total Talk Time (AGENT): 48209 ms
Total Talk Time (CUSTOMER): 60226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/b9cfc0fc-da27-4f07-8870-0457665e300b_20250528T15:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. I need to verify a patient eligibility, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, what is the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] It is 01611684 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, the Center for Arthritis and Rheumatic Diseases.
[AGENT][NEUTRAL] This is an office visit?
[CUSTOMER][NEUTRAL] Uh, well, actually it is an infusion.
[CUSTOMER][NEUTRAL] Let me tell you exactly.
[CUSTOMER][NEUTRAL] The name is [PII] and the J code.
[CUSTOMER][NEUTRAL] I, let me see.
[CUSTOMER][NEUTRAL] The CT code is 83111.
[AGENT][NEUTRAL] The member has outpatient benefits of $1500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] And it's effective since when? I'm sorry?
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you very much. um, any reference number for this call?
[AGENT][NEUTRAL] We don't provide reference numbers [PII]. however, you can use my name in today's date as the reference is [PII], and today's date is a reference.
[CUSTOMER][NEUTRAL] S [PII]
[AGENT][NEUTRAL] LA. Mhm.
[CUSTOMER][NEUTRAL] LA
[CUSTOMER][POSITIVE] Thank you very much [PII]. I really appreciate your assistance.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that will be it. Thank you very much.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye now.