AccountId: 011433970860
ContactId: c4de9f67-4ff1-4cfb-ba0e-9498872707b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117839 ms
Total Talk Time (AGENT): 61242 ms
Total Talk Time (CUSTOMER): 38200 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c4de9f67-4ff1-4cfb-ba0e-9498872707b7_20250225T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from the Medical. I'm just calling to confirm a patient's eligibility and benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, the policy number is 1066911.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]. His, uh, his last name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK. 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]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This office is it?
[AGENT][NEUTRAL] Encounter this policy, we cover up to $25 per office visit, and he gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] That you covered for $25?
[AGENT][NEUTRAL] Yes, ma'am. That's all we cover is the secondary gap insurance. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and may I have a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No thank you so much you have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.