AccountId: 011433970860
ContactId: c5972e6a-53ee-4e48-8f1d-b6bfef510557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126040 ms
Total Talk Time (AGENT): 58713 ms
Total Talk Time (CUSTOMER): 44907 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c5972e6a-53ee-4e48-8f1d-b6bfef510557_20250205T19:24_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I work with Envision Health Services and I just need to verify a person's eligibility.
[AGENT][NEUTRAL] The space I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 249-6934.
[AGENT][NEUTRAL] Thank you. And could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] You're calling to verify inpatient, outpatient?
[CUSTOMER][NEUTRAL] Um, see if it tells me.
[CUSTOMER][NEUTRAL] We did anesthesia services for them.
[AGENT][NEUTRAL] So that be considered as outpatient.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] The member has outpatient benefits of $2500 per calendar year and this is not a guaranteed benefit since the disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and do you have the claim address?
[AGENT][NEUTRAL] I do. I apologize. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] With vision yeah.
[AGENT][NEUTRAL] [PII], the, the mailing address to submit a claim is addressed to APL claims department.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] [PII], excuse me, [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's all I needed really so thank you so much.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] No, that was it.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.