AccountId: 011433970860
ContactId: efa6f889-d1ee-4246-a650-bfaca2cf95f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159740 ms
Total Talk Time (AGENT): 87612 ms
Total Talk Time (CUSTOMER): 50160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/efa6f889-d1ee-4246-a650-bfaca2cf95f5_20250224T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Genesis OBGYN and I just need to check medical eligibility on a member, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] We were provided with 02581941.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, [PII], and I can help you with that eligibility for [PII]. I'm showing that her policy is active with the effective date of [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Are you able to provide benefits for like a problem office visit?
[AGENT][POSITIVE] I can. Let me get those benefits pulled up for [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] The only treatment covered in the doctor's office is for cancer treatment.
[CUSTOMER][NEUTRAL] OK, so this is uh like a um cancer treatment policy?
[AGENT][NEUTRAL] It is a medical policy, but the only services in a doctor's office that are covered is for cancer treatment. The other benefits are um inpatient hospitalization. She has outpatient facility for, let's say like diagnostic testing or um surgery. All that is covered in an outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the only thing covered in a doctor's office would be for the
[CUSTOMER][NEUTRAL] OK, outpatient.
[AGENT][NEUTRAL] Um, cancer treatment.
[CUSTOMER][NEUTRAL] All right perfect and then do you have a reference number for our call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That was it thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.