AccountId: 011433970860
ContactId: ef790de4-19eb-4091-8e4a-c493ed06e7c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107900 ms
Total Talk Time (AGENT): 54952 ms
Total Talk Time (CUSTOMER): 54430 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ef790de4-19eb-4091-8e4a-c493ed06e7c4_20250312T16:12_UTC.wav
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[AGENT][NEUTRAL] Uh, APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from [PII]. A is a specialist. I was calling to get a member's eligibility and benefits. I'm not sure if I clicked the right option.
[AGENT][POSITIVE] I appreciate that. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I have a callback number for you [PII] and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And then the policy number would be 02212589.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] It'll be [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, it would be, uh, a specialist office, is it?
[AGENT][NEUTRAL] This member's policy has been active since I'm sorry since [PII] and it's currently active. Unfortunately, the policy does not cover office visits itself. However, it does cover the procedures performed in the office which falls under the outpatient benefits of $2550 per calendar year, and this is not a guaranteed benefit, it's just a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] but that's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] OK, and then may I just have your name and a good reference number please?
[AGENT][NEUTRAL] My name is [PII], and today's date as a reference because unfortunately we don't provide reference numbers. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.