AccountId: 011433970860
ContactId: f495db98-c5b7-4fd3-a889-c4e8c97cb796
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166029 ms
Total Talk Time (AGENT): 61341 ms
Total Talk Time (CUSTOMER): 35873 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f495db98-c5b7-4fd3-a889-c4e8c97cb796_20250527T14:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I would like to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] calling from [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01933967 ML 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Mhm, no problem, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] And is it for outpatient, inpatient, or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay.
[AGENT][NEUTRAL] Or co-insurance.
[AGENT][NEUTRAL] We'll pay up to.
[AGENT][NEUTRAL] Hold on one moment. My system's moving slow this morning. I apologize.
[CUSTOMER][NEUTRAL] It's fine. I just needed the coverage state.
[AGENT][NEUTRAL] OK, it'll pay up to 1500 per calendar year.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.