AccountId: 011433970860
ContactId: c263951b-ef10-4480-b17b-b509e1850acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174550 ms
Total Talk Time (AGENT): 62616 ms
Total Talk Time (CUSTOMER): 47361 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c263951b-ef10-4480-b17b-b509e1850acc_20250106T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Hi [PII]. This is [PII]. I'm calling from Lexington and Turners. I was calling to to check benefit eligibility for a patient of ours.
[AGENT][NEUTRAL] OK, give me your name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're checking eligibility and you said benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's 01972973.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The extension is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Last name [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. And so I show the effective date is [PII]. This policy is active at this time.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for service in a physician's office.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh, do you know what the chief complaint is for the patient?
[CUSTOMER][NEUTRAL] Um, I don't know, ma'am.
[AGENT][NEUTRAL] OK, so the physician's visit copay is not covered?
[AGENT][NEUTRAL] Um, there is a cancer treatment writer under the policy, but that's only with the diagnosis of cancer that service can be done in a physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But other than that, um, it's not covered by the patient's, um, policy.
[AGENT][NEUTRAL] The office visit.
[CUSTOMER][POSITIVE] Got you, but he does have active benefits.
[AGENT][NEUTRAL] Oh, yes. Yes.
[CUSTOMER][POSITIVE] Got you thank you.
[AGENT][POSITIVE] Alrighty, anything else, [PII], I can assist with today?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you same to you bye bye.