AccountId: 011433970860
ContactId: ca475fe9-e601-4d17-88df-db8f499a2d11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115269 ms
Total Talk Time (AGENT): 52644 ms
Total Talk Time (CUSTOMER): 43048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ca475fe9-e601-4d17-88df-db8f499a2d11_20250410T12:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I'm calling to verify uh benefits and eligibility for a patient.
[AGENT][NEUTRAL] You're calling to verify eligibility dates?
[CUSTOMER][NEUTRAL] Yes, eligibility and benefits.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK, and is this service in a doctor's office?
[CUSTOMER][NEUTRAL] It is specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Specialist office.
[AGENT][NEUTRAL] OK and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] I'm showing 0229.
[CUSTOMER][NEUTRAL] 2668
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. I'm remote so the front desk has to forward the call to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] By showing date of birth is [PII].
[AGENT][NEUTRAL] Thanks for verifying that, [PII]. I have the effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And under this policy, the physician visit fee is not covered. Um, there is a treatment writer, so if there's covered treatment in the office, those items can be considered.
[CUSTOMER][NEUTRAL] OK, up to 500 per day.
[AGENT][NEUTRAL] And that maximum outpatient benefit is up to $500 per calendar day and of course any information provided is verification, not a guarantee of payment and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Christy. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Uh-huh.