AccountId: 011433970860
ContactId: bf282c39-1375-409a-9b76-b6e5f047e34d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160600 ms
Total Talk Time (AGENT): 65560 ms
Total Talk Time (CUSTOMER): 75640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/bf282c39-1375-409a-9b76-b6e5f047e34d_20250429T18:43_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. We're the provider, patient eligibility and benefits, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 01845857 MLA
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII], young guy, young little man.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on the policy was [PII]. The policy is still active and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient, outpatient urgent gear, does he have that coverage?
[AGENT][NEUTRAL] Um, yes, ma'am. Urgent care is covered. Um, it's covered up to 1000 per calendar year for the co-pay, the co-insurance, and deductible after the primary processes the claim.
[CUSTOMER][POSITIVE] OK, perfect. So yes, OK, hold on. OK, perfect. And then they they're good to go and this is the scriber [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. Yes, she's a subscriber.
[CUSTOMER][NEUTRAL] OK, is the policy is the group name Educational Federal Union?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Yes it is. OK, there's no cards so I'm just guessing off the the primary group number is 23993.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK perfect and she's the subscriber and we have your address.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then it's
[CUSTOMER][NEUTRAL] [PII] and that's your name?
[CUSTOMER][NEUTRAL] Reference number is your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And today's date, right.
[CUSTOMER][NEUTRAL] In today's date I think we spoke earlier did we speak earlier today? I think we spoke yesterday.
[AGENT][NEUTRAL] Yeah, we probably spoke yesterday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, you guys are great. it's the phone, so probably I don't have to worry about being on hold forever. I love it.
[AGENT][NEUTRAL] Oh, great. Well, [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, not at this time. Thank you so much.
[AGENT][POSITIVE] OK. Thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye you too.