AccountId: 011433970860
ContactId: cdb33c03-7c54-4c89-923c-15f26a5d65ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148820 ms
Total Talk Time (AGENT): 76446 ms
Total Talk Time (CUSTOMER): 51861 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/cdb33c03-7c54-4c89-923c-15f26a5d65ea_20250303T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from UCLA Health Financial Clearance unit. I just need to get eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] OK, I'm so sorry, what was your first name again?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][POSITIVE] OK, Mada. Thank you. And what is a good callback number for you, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] and that's extension, oh sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Go ahead. No, uh uh, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. [PII], you said that you're needing to get eligibility and benefits, is that correct for a member? Yes, ma'am, I can help you with that. And what is the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, yes, please.
[CUSTOMER][NEUTRAL] 02564329.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And that any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] Correa, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is the subscriber on the supplemental policy and it is active, but with the effective date of [PII].
[AGENT][NEUTRAL] And what type of benefit information do you need for her inpatient, outpatient or office?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Sure, it's uh outpatient office visit, uh, it's for a specialist return visit.
[AGENT][NEUTRAL] OK, so on this supplemental policy, that office visits are not covered.
[CUSTOMER][NEUTRAL] Oh, they're not covered. Got it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that is all I need to know. Perfect, thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. So if that is all that I can help you with today, I thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. Bye-bye.