AccountId: 011433970860
ContactId: ba0c304a-ab74-4932-a570-fdc60bdb0df8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206559 ms
Total Talk Time (AGENT): 63473 ms
Total Talk Time (CUSTOMER): 66395 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ba0c304a-ab74-4932-a570-fdc60bdb0df8_20250620T14:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, Miss [PII], this is [PII] with Alexandra Indionics. I am calling to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with uh benefits and eligibility. Um, I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, [PII], and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] The policy number is 421355.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is effective [PII].
[AGENT][NEUTRAL] And then for her benefits, I can send over a fax back that outlines everything that's covered because it's a fee schedule, so it has the dollar amount that it pays for each code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, or if there's something you need to go over on the phone, we can do that as well.
[CUSTOMER][NEUTRAL] Is that um does that fax also include um the patient's benefit and possibly what they've used so far?
[AGENT][NEUTRAL] Uh, no, I can go over that, uh, let me get that pulled up.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, looks like and it's not a guarantee of payment, basic outline of our policy. Uh, let's see, so she has used
[AGENT][NEUTRAL] Um, she's used $75 this year.
[CUSTOMER][NEUTRAL] And what's her max benefit?
[AGENT][NEUTRAL] It's 1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do y'all take um electronic claims?
[AGENT][NEUTRAL] Yes, our payer ID is 60801.
[CUSTOMER][NEUTRAL] All right, I think that's all and then um can you send that fax also?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. OK, I'll get that faxed over. It just takes a few minutes, and is there anything else I can help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good rest of the day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.