AccountId: 011433970860
ContactId: c820e032-758f-432d-87af-aea184f8273c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88029 ms
Total Talk Time (AGENT): 37691 ms
Total Talk Time (CUSTOMER): 39869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c820e032-758f-432d-87af-aea184f8273c_20250205T15:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Vital MD Group Holdings, and I'm calling to get benefits and eligibility for a member, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII], and that's correct.
[AGENT][NEUTRAL] Thank you. And what is the policy number of the member?
[CUSTOMER][NEUTRAL] 02118985 M as in Mary L8
[AGENT][NEUTRAL] [PII], can you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service, inpatient, outpatient?
[CUSTOMER][NEUTRAL] Outpatient it would be office.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] She has
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No benefits for office visits unfortunately her policy only covers inpatient and outpatient services.
[CUSTOMER][NEUTRAL] OK, alright and then um is there a reference number I could get?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference, [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] That's that.
[CUSTOMER][NEUTRAL] That's fine.