AccountId: 011433970860
ContactId: d0e72fe6-bc99-48b9-a997-0fdce15d3a86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128369 ms
Total Talk Time (AGENT): 63672 ms
Total Talk Time (CUSTOMER): 50941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d0e72fe6-bc99-48b9-a997-0fdce15d3a86_20250206T21:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling to get benefits for one of your members.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] A last name initial is [PII]. The direct number here is [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] Sure it's 02145415 ML 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient benefits for uh well we build this place of service 11 office, but it is for diagnostic exams.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The diagnostic is covered on the outpatient benefits of $8000 per calendar year. However, the office visit itself is not covered under the policy, but the treatment received in the office is covered under the outpatient benefits of the $8000 and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII] either.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And has she
[CUSTOMER][NEUTRAL] OK, and her effective date?
[AGENT][NEUTRAL] A policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and your name was? I'm sorry?
[AGENT][NEUTRAL] [PII] and today's day as a reference because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your last name initial, please?
[AGENT][NEUTRAL] I didn't give it to you, but my last initial of my name is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Sorry about that. OK, thank you so much for your help, [PII]. You have a great day.
[AGENT][NEUTRAL] It's fine.
[AGENT][POSITIVE] Thanks for calling APL and have a great day as well. You. Thanks for calling APL. Goodbye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.