AccountId: 011433970860
ContactId: deb208d3-e882-4bd1-a42e-232d2d428384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133820 ms
Total Talk Time (AGENT): 68547 ms
Total Talk Time (CUSTOMER): 42801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/deb208d3-e882-4bd1-a42e-232d2d428384_20250305T15:34_UTC.wav
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[AGENT][POSITIVE] Good excuse me. Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Dima Health, and I want to verify patients benefits eligibility.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and I apologize your name is again?
[CUSTOMER][NEUTRAL] [PII], it's spelled [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01807645
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] uh Dear. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing an effective date of [PII], policy is active, and what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Seek office visit for uh
[CUSTOMER][NEUTRAL] Primary and specialist.
[AGENT][NEUTRAL] OK, um, see, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary deductible, co-pay or co-insurance. I show the patient has a benefit max of up to $25 per visit, total of 4 visits per year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So this is a secondary plan and it does cover the uh the sick visit for uh in the office, right? For provider?
[AGENT][NEUTRAL] Office visits are covered, yes, ma'am, up to $25 per visit, total 4 visits per year.
[CUSTOMER][NEUTRAL] OK. I just need your name and the call reference number, please.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day, Ms. [PII].