AccountId: 011433970860
ContactId: ccaedacb-e94c-4198-9752-df88e11d3e7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109000 ms
Total Talk Time (AGENT): 57153 ms
Total Talk Time (CUSTOMER): 31001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ccaedacb-e94c-4198-9752-df88e11d3e7f_20250407T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to a mutual patient. I just wanted to obtain eligibility.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have 01611892, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This is uh office business specialist.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 1500 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling APL. Have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] As well. Bye bye.
[AGENT][POSITIVE] Thank you.