AccountId: 011433970860
ContactId: c9f731f2-7039-40dc-86c0-b9632474e160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166490 ms
Total Talk Time (AGENT): 71825 ms
Total Talk Time (CUSTOMER): 57660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c9f731f2-7039-40dc-86c0-b9632474e160_20250115T15:17_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm trying to verify a patient's eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And I you spell, could you provide me with the spelling of your name, [PII]? Is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to check the status, verify benefits. Could I have that policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 02123377 ML 8.
[AGENT][NEUTRAL] You see, could you repeat that?
[CUSTOMER][NEUTRAL] 02123377 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Mm medic medical.
[AGENT][NEUTRAL] For what place of service?
[CUSTOMER][NEUTRAL] Oh, the Center for Arthritis and Rheumatic Diseases.
[AGENT][NEUTRAL] Is that inpatient, outpatient, diagnostic testing, office visits?
[CUSTOMER][NEUTRAL] Outpatient office visit.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. The member does not have office visits covered under the policy, however, she has a treatment rider which falls under her outpatient benefits of $2000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. Thank you very much. And uh just, I'm sorry, uh it's affected since when?
[AGENT][NEUTRAL] Give me one moment please.
[AGENT][NEUTRAL] This policy has been active.
[AGENT][NEUTRAL] Since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there anything else that I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, yes, I would like to verify the reference number, please.
[AGENT][NEUTRAL] We don't provide those [PII]. You can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] I'm sorry, and what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you very much, [PII].
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye now.