AccountId: 011433970860
ContactId: dce8cadc-a766-44fa-9e8b-b0551de85fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229380 ms
Total Talk Time (AGENT): 89150 ms
Total Talk Time (CUSTOMER): 53630 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/dce8cadc-a766-44fa-9e8b-b0551de85fb5_20250325T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with the provider's office. I was just wanting to verify a member's plan is active and get some benefit details for it.
[AGENT][NEUTRAL] OK, [PII], you did say your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], oh, I'm so sorry. OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so you're needing to get uh eligibility and benefit informa.
[CUSTOMER][NEUTRAL] Yes, I'm sorry, the phone cut out a little bit. Can you repeat that?
[AGENT][NEUTRAL] You're needing eligibility and benefit information, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], a callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] The policy number is 02506280.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that I provide for you today would be a very.
[AGENT][NEUTRAL] Verification of benefits and not a guarantee of payments, patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] with the birth date of [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is the subscriber on the supplemental policy, and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what time do you need for her today, [PII], inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Um, office visit with PCP.
[AGENT][NEUTRAL] OK, so on this policy, office visits are not covered.
[CUSTOMER][NEGATIVE] OK, so any like outpatient professional office visit setting, um, there is no benefit for this?
[AGENT][NEUTRAL] That is correct. On this plan, the supplemental policy does not provide benefits for office visits.
[CUSTOMER][NEUTRAL] OK, um, I think that uh takes care of all the questions I have today. Do you happen to have any reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am, uh, you would actually use my name along with today's date and if you need the first initial [PII] to my last name, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much I should be all set then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, if that is all I can help you with for calling APO and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.