AccountId: 011433970860
ContactId: d1fc15d4-cd4f-4d83-b273-6d99635b9fbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131720 ms
Total Talk Time (AGENT): 62010 ms
Total Talk Time (CUSTOMER): 50940 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d1fc15d4-cd4f-4d83-b273-6d99635b9fbf_20250221T14:14_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. I was calling to get eligibility and possibly benefits for our patients.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02100349 M as in Mary L as in Larry 7
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, and it would be my pleasure to assist you with eligibility and benefits for resale. I'm showing her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And what type of benefit are you needing?
[CUSTOMER][NEUTRAL] Um, so I'm looking for specialist, um, I guess benefits, office visit benefits. I mean, I can give you CPT codes. Um, she's getting a procedure done in a specialist office.
[AGENT][NEUTRAL] OK. And I can help you with those benefits. And [PII], uh,
[AGENT][NEUTRAL] Um, her policy does not provide any benefits for services in a doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right, OK, that was basically it. Um, is there a reference number for today's call?
[AGENT][NEUTRAL] It is my name in today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][POSITIVE] Perfect. OK, [PII], well, thank you so much for all your help. I appreciate it.
[AGENT][POSITIVE] My pleasure to help you with those benefits this morning, [PII]. Thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you