AccountId: 011433970860
ContactId: fb5a4a6e-a46f-4a2e-943a-21e8c884efaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130570 ms
Total Talk Time (AGENT): 60878 ms
Total Talk Time (CUSTOMER): 44771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fb5a4a6e-a46f-4a2e-943a-21e8c884efaf_20250619T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I have a question. Is there a way that I can find eligibility on a patient?
[AGENT][POSITIVE] Yes, I can help you with the eligibility.
[AGENT][NEUTRAL] And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 0262.
[CUSTOMER][NEUTRAL] 2449.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now um there is there any like PCP or anything under the insurance?
[AGENT][NEUTRAL] Are you asking if in-office visits are covered?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, hold on one second.
[AGENT][NEUTRAL] So for the physician office, the policy.
[CUSTOMER][NEUTRAL] Because he's actually here for labs today, so that's why I wanna make sure.
[CUSTOMER][NEUTRAL] Did you
[AGENT][NEUTRAL] So under the physician office, the policy will pay up to $50 per visit with a max of 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for labs, like he doesn't have the additional lab writer for like uh independent labs, but for the physician office, anything that's done, the max that would be covered for this policy is $50.
[CUSTOMER][NEUTRAL] OK, I get it.
[CUSTOMER][NEUTRAL] OK, and it is active correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, not a problem thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.