AccountId: 011433970860
ContactId: f0671627-a349-479d-86fc-2feab2d9c3f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132949 ms
Total Talk Time (AGENT): 68397 ms
Total Talk Time (CUSTOMER): 48082 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f0671627-a349-479d-86fc-2feab2d9c3f0_20250129T20:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes hi I was calling to um verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] That is 02567206.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number? I mean the callback number may see in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you're checking eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thanks for that information and we're checking the effective date. We have that for you. I'm showing [PII]. Uh, the policy is active at this time, and did you have further questions?
[CUSTOMER][NEUTRAL] Um, was there a copay on that?
[AGENT][NEUTRAL] So you're needing the office visit benefit?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah, like primary care co-pay, yeah.
[AGENT][NEUTRAL] OK. Let me check.
[AGENT][NEUTRAL] Yes, the copay is, it's not a co-pay. The policy will cover up to $50 of bill charges, and then the maximum number of visits per calendar year are 4 $50 per calendar day, max of 4 visits per calendar year, and information provided is verification, not a guarantee of payment. I don't show any of those visits used this year, um, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, well I think that is all that I needed. Is there a reference number for this call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference.
[AGENT][NEUTRAL] It's [PII] First initial of my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much and you have a good rest of your day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] And the human.