AccountId: 011433970860
ContactId: be2d47d2-b9a4-46e2-9923-bbf26348a393
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144020 ms
Total Talk Time (AGENT): 72209 ms
Total Talk Time (CUSTOMER): 52298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/be2d47d2-b9a4-46e2-9923-bbf26348a393_20250107T14:09_UTC.wav
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[AGENT][NEUTRAL] Yeah this is.
[CUSTOMER][NEUTRAL] Hi, um, I was trying to verify eligibility and benefits for a patient please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My first name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number I have is 02519628.
[CUSTOMER][NEUTRAL] And last name initial is [PII].
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [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] It, uh, no, outpatient benefits outpatient hospital.
[AGENT][NEUTRAL] Pay for outpatient, we cover up to 5000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and that benefits still available?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, um, I'm so sorry, what was your name?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, I, I just needed um mailing address for claims please.
[AGENT][NEUTRAL] Um, yes, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Our address is um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and what's the first initial your last name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] State
[CUSTOMER][POSITIVE] OK perfect thank you so much have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.