AccountId: 011433970860
ContactId: e0161f24-4cab-42f5-b409-2fa29f8bb946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139490 ms
Total Talk Time (AGENT): 66639 ms
Total Talk Time (CUSTOMER): 49948 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e0161f24-4cab-42f5-b409-2fa29f8bb946_20250319T19:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is Ay. How can I help you?
[CUSTOMER][NEUTRAL] Or we like
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify eligibility.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] It is 02580209 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh, [PII], [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] I'll tell you right now.
[CUSTOMER][NEUTRAL] It's for like, it's emergency, so the the patient wasn't admitted, so, outpatient.
[AGENT][NEUTRAL] OK. Yes, ma'am. For outpatient, we cover up to 4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, perfect. So give me one second. So you said the effective date was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, so then can I just have your name and the reference call number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much, Easy.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thanks.