AccountId: 011433970860
ContactId: ebc0985b-10d2-4ed1-a41f-bd89d0fa0092
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177460 ms
Total Talk Time (AGENT): 69050 ms
Total Talk Time (CUSTOMER): 64595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ebc0985b-10d2-4ed1-a41f-bd89d0fa0092_20250424T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I was calling for eligibility for a patient that's in office with us.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII] M call back number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good, uh, good policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, 2 cards were provided to me. It looks like one that has her everything on a medical pharmacy and all, so I'm gonna try this number. If not, I do have a different one,
[CUSTOMER][NEUTRAL] Where's the number D as in dog 43733212.
[CUSTOMER][NEUTRAL] If not, I have something else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what uh, what's the other one?
[CUSTOMER][NEUTRAL] Um, the other one says the policy cert for num certified um application number 02610896.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said for this for office visit, is that correct?
[CUSTOMER][NEUTRAL] Yes, medical office visit.
[CUSTOMER][POSITIVE] I'm just kidding, just kidding, you have a credit.
[AGENT][NEUTRAL] her policy real quick.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of our policy.
[AGENT][NEUTRAL] Uh, let's see, she's expected 3120 or 331-2025. She's currently active.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And with this being a limited policy, is there a certain amount that is paid per visit?
[AGENT][NEUTRAL] Yeah, let me see what she's got. Um,
[AGENT][NEUTRAL] Actually, on this policy looks like.
[AGENT][NEUTRAL] Doesn't have an actual office visit benefit. Hospital admission, hospital confinement, surgery, diagnostic testing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that other card you have, um, let me give you
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] That's actually um it's 90 degree benefit and IMA actually I think there's a limited policy under that. I can transfer you to IMA and then they can verify what.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you could please.
[AGENT][NEUTRAL] OK, uh, anything else I can help with today though?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] OK, perfect. All right, I'll get you transferred over if you'll give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I want more I can do this so unless we're not in.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.