AccountId: 011433970860
ContactId: f9d25421-2a80-4750-af37-5785505c5f23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267190 ms
Total Talk Time (AGENT): 129581 ms
Total Talk Time (CUSTOMER): 83270 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f9d25421-2a80-4750-af37-5785505c5f23_20250117T15:23_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I'm with the provider's office. I'm needing to verify eligibility and benefits on a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with all eligibility and benefits today, Ms. [PII], and do you mind if I snag a quick call back number from you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you, thank you. And what's your member's policy number today?
[CUSTOMER][NEGATIVE] It is 0.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, 02058865 sorry.
[AGENT][POSITIVE] You're so fine, no worries about that.
[AGENT][POSITIVE] And let me get that one pulled up for you my friend.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] All right, Ms. [PII], would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, wonderful. And I do see Ms. [PII] here. She is current and active with us. Uh, it looks like her effective date is [PII].
[AGENT][NEUTRAL] And you said you're needing benefits are we looking for inpatient or outpatient benefits today?
[CUSTOMER][NEUTRAL] Um, outpatient is for a specialist office visit.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEGATIVE] So sorry, I went to the wrong screen.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Alright, I do want to let you know though any benefit information I give over the phone is just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Um, it does look like, um, and then as far as our benefits go, we don't differentiate like it's just inpatient outpatient, so it's not like, um, differentiated by like specialist visits or anything like that. Um, she does have a combined inpatient outpatient benefit actually of $4500 a year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can let you know where she's at for the calendar year if you're needing it.
[CUSTOMER][NEUTRAL] And I'm sorry, you said that was combined inpatient, outpatient?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What did you say again? I'm sorry.
[AGENT][NEUTRAL] Oh, I said I could let you know where she was at for the calendar year if you'd like.
[AGENT][NEUTRAL] But she hasn't used any benefits so far this calendar year actually so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then was there any other information you were needing for her?
[CUSTOMER][NEUTRAL] I is that like
[CUSTOMER][NEUTRAL] Never mind, I get it. I'm making sense myself. Oh my gosh, that's Friday. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with anything you need, Miss [PII]. You just let me know.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] No, I think that's it. Um, can I get a reference number for our call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You bet you. It's just my name [PII], last initial B like boy in today's date. Do you have a long weekend coming up, Ms. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Oh no, I'm so sorry. OK.
[AGENT][POSITIVE] You gotta make the most of this. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] Shouldn't have brought it up.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's fine yeah thanks [PII], no, I'm just kidding, it's fine.
[AGENT][POSITIVE] Oh, well, thank you for
[CUSTOMER][POSITIVE] Uh, no, I'm planning on doing some cleaning and relaxing. That's about it, so.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I like cleaning. I like work out my frustration and then everything's nice and I can like relax, so that's a solid plan.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][POSITIVE] Yeah, get everything clean and then sit down and read is my goal.
[AGENT][POSITIVE] Oh, yeah, I just finished a new book. I'm going to the library today to get a new one, so I'm there with you.
[CUSTOMER][POSITIVE] Nice.
[AGENT][POSITIVE] Perfect. Well,
[CUSTOMER][NEUTRAL] I have my own library so.
[AGENT][NEUTRAL] Oh, see, I wish I did. Oh.
[CUSTOMER][POSITIVE] All right, well you enjoy your weekend. Thank you very much for your help. I appreciate it.
[AGENT][POSITIVE] Yeah, it's my pleasure. Thank you for calling us and it was a pleasure talking to you Ms. [PII]. You take care.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] OK.