AccountId: 011433970860
ContactId: fa6da9ad-76c5-4394-acba-431d87fbde40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151190 ms
Total Talk Time (AGENT): 50363 ms
Total Talk Time (CUSTOMER): 78311 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fa6da9ad-76c5-4394-acba-431d87fbde40_20250625T17:05_UTC.wav
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[AGENT][NEUTRAL] APR, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Oh hello [PII], good afternoon. I would like to inquire about the members eligibility for sending an ambulance claim.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] It is [PII] O.
[AGENT][POSITIVE] And you, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII]. My extension is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have is 02300519 letter N as in Nancy, L as in Lima and the number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth of [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We, we haven't not submitted yet.
[AGENT][NEUTRAL] Oh, OK, well please be advised the verification of coverage is not a guarantee of payment. Um, now I do show you said this is for ambulance that will be covered under the outpatient and I'm showing the per day maximum is $3000 for outpatient.
[CUSTOMER][NEUTRAL] We just need to verify the the.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and so this ID, uh, will work and for this kind of claims or do we because the patient called us to, OK, he gave us like 3 different IDs so we were not sure which one to use.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] Because he said yeah uh one an inpatient outpatient and we don't know what which one it was.
[AGENT][NEUTRAL] OK, yeah, that's fine. Mhm.
[CUSTOMER][NEUTRAL] OK, so the number 7 at the end is is the right one.
[AGENT][NEUTRAL] Yeah, we just go by the numbers. The ML8 and ML7 we don't, when we look up the uh the policy we don't use that, so yeah, that's, it doesn't matter.
[CUSTOMER][NEUTRAL] OK, so can we send it like this using the 02300519.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And we don't need the the letters at the end?
[AGENT][NEUTRAL] No, uh, you can put them, that's fine, but.
[CUSTOMER][POSITIVE] Oh sure, OK, alright, just wanted to verify that thank you so much.
[AGENT][NEUTRAL] You don't have to.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too, good day.