AccountId: 011433970860
ContactId: f40a0dbf-c6b3-4c0b-b9fd-6fbe6aab2d96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164110 ms
Total Talk Time (AGENT): 59959 ms
Total Talk Time (CUSTOMER): 83804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/f40a0dbf-c6b3-4c0b-b9fd-6fbe6aab2d96_20250407T13:37_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was wondering if you'd be able to assist me if verifying if a patient is currently active with APL?
[AGENT][NEUTRAL] Of course, can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. Uh, my name is [PII]. Last name [PII], and my callback number is [PII]. I have no extension.
[AGENT][NEUTRAL] Thank you, and [PII], could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] Thank you and what is that policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] The policy number I have on file is 02134745 the letter M, the letter L and the number 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service, [PII]?
[CUSTOMER][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] They're coming uh to have an outpatient hospital visit. They're doing a CT scan.
[AGENT][NEUTRAL] Thank you, this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] And the member has outpatient benefits?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of $7350 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, just to clarify, sorry, you said they had an, uh, an outpatient amount of 7350?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Her calendar year.
[CUSTOMER][POSITIVE] Perfect. Have they met any of that as of right now?
[AGENT][NEUTRAL] She has utilized $3,584.05 of her benefits, [PII].
[CUSTOMER][POSITIVE] And 5 cents, 3,584.5 cents. Perfect. OK, thank you so much. Could I have your name once more and a reference number for this call, please?
[AGENT][NEUTRAL] Of course. My name is [PII] and [PII], we don't provide reference numbers, but you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK [PII] thank you so much I really appreciate all of your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye.