AccountId: 011433970860
ContactId: c9a6c2d8-08d6-42be-894b-6a0e2c63f5c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127599 ms
Total Talk Time (AGENT): 73451 ms
Total Talk Time (CUSTOMER): 42092 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c9a6c2d8-08d6-42be-894b-6a0e2c63f5c9_20250226T20:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling for Medical University Hospital Authority. I was calling to get verification of um eligibility for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 1554933.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's [PII] date of birth [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's an office visit?
[AGENT][NEUTRAL] OK. I'm showing under this policy for services provided in office, we cover up to $1000 per occurrence and every occurrence is every 90 days. So every 90 days we'll cover up to $1000 for the coinsurance and the deductible. However, the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK perfect and then I'll just have the verification of the date here and then do you have a call reference number for the um for this call?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII] and it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mm.