AccountId: 011433970860
ContactId: f8e22f89-e291-473b-9e46-74f091bcb1e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104629 ms
Total Talk Time (AGENT): 49082 ms
Total Talk Time (CUSTOMER): 38034 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f8e22f89-e291-473b-9e46-74f091bcb1e6_20250121T14:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check for medical eligibility. Could you please help?
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII]. The policy number is 01887320.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service, Sheena?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] I know what, what place of service, inpatient, outpatient, office visit, diagnostic?
[CUSTOMER][NEUTRAL] Yes, yes, it is outpatient.
[AGENT][NEUTRAL] This member's policy has outpatient benefits of $6600 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. However, office visits are not covered, but the treatment received in the office is covered. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes. Could you please provide me the effective date?
[AGENT][NEUTRAL] [PII] and it's currently active Sheena.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there any call reference number for this call?
[AGENT][NEUTRAL] There is no reference number. You can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Thank you and have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well.
[CUSTOMER][NEUTRAL] Yeah, bye.