AccountId: 011433970860
ContactId: efae52a3-1470-4f61-89e8-a562529d4d42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144699 ms
Total Talk Time (AGENT): 79981 ms
Total Talk Time (CUSTOMER): 71364 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/efae52a3-1470-4f61-89e8-a562529d4d42_20241231T22:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Well, we.
[CUSTOMER][NEUTRAL] Hi, I'm looking to see eligibility and benefits information about a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01659696.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Do you want me to spell that?
[AGENT][NEUTRAL] Oh no, it's fine. What's the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] For urgent care.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 2500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] It was 701.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hot.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. Uh, let me go ahead and give you the correct policy number because you gave me an old policy. OK, the new policy number is 0246.
[CUSTOMER][NEUTRAL] Can I, yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 5783.
[CUSTOMER][NEUTRAL] 0202465783
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] 5783, yes, correct. Mhm.
[CUSTOMER][POSITIVE] Perfect and can I have your name please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that one more time?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] [PII] and then today's date, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] No problem bye.
[AGENT][NEUTRAL] Bye bye.