AccountId: 011433970860
ContactId: c066ff5c-f2d6-44f4-8d9e-9d706807c581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273829 ms
Total Talk Time (AGENT): 76707 ms
Total Talk Time (CUSTOMER): 97897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c066ff5c-f2d6-44f4-8d9e-9d706807c581_20250226T17:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling from provider office. I have to, I have specific questions, uh, and before I proceed, I want to inform you this call will be recorded for quality and training purposes. Is that OK for you?
[AGENT][POSITIVE] OK, I'll be happy to assist [PII]. First, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. And can you spell your name, please?
[AGENT][NEUTRAL] [PII] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, it's 02348053 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I want to check eligibility for this one, yes.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] OK, I do show the inpatient calendar year maximum is $8500.
[CUSTOMER][NEUTRAL] And what is the term term date for this plan?
[AGENT][NEUTRAL] I'm not showing a term date.
[CUSTOMER][NEUTRAL] OK, still present from [PII], correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] OK, I have one more, uh, claim and what is call reference for this one?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Sure just a moment.
[CUSTOMER][NEUTRAL] OK, yes, sir, I'm ready for the next one and for this one I want to check claim status.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 000649354.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] No, I don't have that one.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Spell the last name?
[CUSTOMER][NEUTRAL] Sure. It's [PII]
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment. Um.
[AGENT][NEUTRAL] I'm showing that there was no active coverage at the time of service. It looks like the.
[AGENT][NEUTRAL] Coverage um termed on [PII].
[CUSTOMER][NEUTRAL] OK, it was time on [PII], and what is the effective date of that coverage?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, what is for this one and what, uh, can you provide the claim number?
[AGENT][NEUTRAL] Claim number is 353-777-1.
[CUSTOMER][NEUTRAL] OK, there are 3 consecutive 7s, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Sure. OK. Uh, yes, sir, OK, thank you so much for your assistance and have a great day and bye for now.
[AGENT][NEUTRAL] Was there