AccountId: 011433970860
ContactId: fa288eaa-8ad1-45d7-9e5d-5182db70167c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218779 ms
Total Talk Time (AGENT): 78562 ms
Total Talk Time (CUSTOMER): 82483 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fa288eaa-8ad1-45d7-9e5d-5182db70167c_20250619T14:39_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check eligibility and benefit.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office to check eligibility and benefit verification.
[AGENT][NEUTRAL] Sure, I can assist you with that. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], no.
[AGENT][NEUTRAL] [PII], can I have a callback number for you please?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling about today?
[CUSTOMER][NEUTRAL] Yeah, policy number is
[CUSTOMER][NEUTRAL] 02013249.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Uh yeah, and first name is [PII] Last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Inpatient, sorry, uh office visit.
[AGENT][NEGATIVE] This member's policy has been active since [PII] and is currently active and office visits are not covered under the policy, unfortunately.
[CUSTOMER][NEUTRAL] OK. For a hospital patient?
[AGENT][NEUTRAL] Could you repeat yourself?
[CUSTOMER][NEUTRAL] for hospital patients policies cover?
[AGENT][NEUTRAL] So the policy covers inpatient benefits, has inpatient benefits, outpatient benefits.
[AGENT][NEUTRAL] But it does not cover office visits.
[CUSTOMER][NEUTRAL] OK. And this is the uh supplemental plan?
[AGENT][NEUTRAL] Yes, this is a supplemental plan. It covers lab, DME coverage. It covers the treatment received in the office, but it does not cover the office visit.
[CUSTOMER][NEUTRAL] OK. No problem. And uh uh is this special relationship with plan is the subscriber, spouse or dependent?
[AGENT][NEUTRAL] Yes, she is a dependent.
[CUSTOMER][NEUTRAL] Dependent. Can, dependent, OK.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the dependent, uh, subscriber name?
[AGENT][NEUTRAL] I can't provide you with that information. You called about the patient.
[CUSTOMER][NEUTRAL] OK, no problem. Uh, is this, uh, is this spouse or child?
[AGENT][NEUTRAL] Repeat yourself.
[CUSTOMER][NEUTRAL] Is a spouse or child?
[AGENT][NEUTRAL] This member, so [PII] is the spouse of the policyholder.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, spouse. OK. Thank you. Can you please provide me the call reference number?
[AGENT][NEUTRAL] We don't provide reference numbers, [PII]. However, you can use my name in today's date as a reference. It's [PII].
[AGENT][NEUTRAL] In today's date, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Yes, and you have a great day bye.
[CUSTOMER][NEUTRAL] But he's not