AccountId: 011433970860
ContactId: c5864388-9dbf-4522-b9b4-cf7c8babe580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144020 ms
Total Talk Time (AGENT): 72801 ms
Total Talk Time (CUSTOMER): 52947 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/c5864388-9dbf-4522-b9b4-cf7c8babe580_20250218T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm checking eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, your name is?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Oh hold on one second I'm in another area here let's see.
[CUSTOMER][NEUTRAL] It is oh.
[CUSTOMER][NEGATIVE] Oh come on.
[CUSTOMER][NEUTRAL] 2, I know it starts with a 2 I'm sorry, 002586164.
[AGENT][NEUTRAL] Thank you, ma'am. I understand about computers. Sometimes they work fast, sometimes they don't want to work.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] Now, is this plan for the options that they gave me, I, this is just for primary care, and none of those were an option.
[AGENT][NEUTRAL] OK. Well, it kind of depends on the plan, but Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] OK, uh, well, the policy he has effective date is [PII]. He is active on the policy and you're needing benefits for like office visit?
[CUSTOMER][POSITIVE] Right for um for PCP that's what we are, yeah.
[AGENT][NEUTRAL] Uh, let's see, OK.
[CUSTOMER][NEUTRAL] I know that none of those were an option. I'm like, oh.
[AGENT][NEUTRAL] Yeah, because some of our, um, I guess say medical policies cover and some don't, um, but he does have office visit coverage for sickness or injury, um, not a guarantee of payment, just a verification of coverage. Policy pays $50 per day, and he has a total of 4 visits per year.
[CUSTOMER][NEUTRAL] And no co-pay?
[AGENT][NEUTRAL] No co-pay, it just pays $50 and then any balance would be patient responsibility. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][POSITIVE] Perfect all right well that's all I needed thank you very much for your help.
[AGENT][POSITIVE] You are welcome. Thank you for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye.