AccountId: 011433970860
ContactId: c80b830b-f205-4dd1-adb1-14f4783420bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230479 ms
Total Talk Time (AGENT): 66293 ms
Total Talk Time (CUSTOMER): 91649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/c80b830b-f205-4dd1-adb1-14f4783420bb_20250528T13:41_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from provider's office.
[CUSTOMER][NEUTRAL] I need to check patient eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 01611843 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure we have that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, showing his effective date is [PII]. He is active under the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Specialized office visit?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Office visits are not covered on the patient's policy.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Specialized office visit?
[AGENT][NEUTRAL] Office visits are not covered, whether general or specialist visit is not covered.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, can get out of pocket, uh, copy that coinsurance.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, may I know the co-insurance co-pay out of pocket deductable for the patient?
[AGENT][NEUTRAL] There's no deductible, co-pay or co-insurance with the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there is no anything else, I'm right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hello? Yes sir.
[CUSTOMER][NEUTRAL] Um, patient is required author referrals.
[AGENT][NEUTRAL] Uh, it's not required.
[CUSTOMER][NEUTRAL] OK. Can I get your name and call reference number, please?
[AGENT][NEUTRAL] Uh, you can use my name as call reference. It's [PII], last initial [PII].
[AGENT][NEUTRAL] And [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you for assisting for the information. I'm sorry, assisting this wonderful information today. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Get on to you.