AccountId: 011433970860
ContactId: e201e3bc-7134-49a4-b3ec-026e43f58bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170500 ms
Total Talk Time (AGENT): 71357 ms
Total Talk Time (CUSTOMER): 66317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e201e3bc-7134-49a4-b3ec-026e43f58bb3_20250612T21:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what is your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Thank you. Thank you. My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you today?
[CUSTOMER][POSITIVE] Yes, I'm calling for the uh eligibility and benefits for this patient.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you and your name, uh your, uh, we can talk and the policy number is?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01222129 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes. [PII] direct line.
[AGENT][NEUTRAL] OK, thank you, ma'am, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is uh for [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. I'm sure his effective date is [PII]. He is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just give me one sec here. Uh.
[CUSTOMER][NEUTRAL] It's uh [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] effective date, OK.
[CUSTOMER][NEUTRAL] Can I have the office visit?
[AGENT][NEUTRAL] Well, under the patient's policy, office visits are not covered.
[CUSTOMER][NEUTRAL] OK, let me note here, just bear with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How about for outpatients benefits?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max up to $1250 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I think that's all. Can I have the reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you. Have a good one.
[AGENT][POSITIVE] Alright you too thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you, bye.