AccountId: 011433970860
ContactId: fbf8bd61-e5fa-4e96-aad7-5a4357502fbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95019 ms
Total Talk Time (AGENT): 42867 ms
Total Talk Time (CUSTOMER): 43152 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/fbf8bd61-e5fa-4e96-aad7-5a4357502fbb_20250423T17:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? I'm calling from provider's office. I need to verify eligibility for one of our patients.
[AGENT][POSITIVE] I'll be happy to assist with the eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] It's [PII] and it show my last name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] It's going to be 02549599 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] OK, does this cover office visits or no this cat.
[AGENT][NEUTRAL] It covers the treatment and procedures at the visit. It doesn't cover the copay associated with the.
[CUSTOMER][NEUTRAL] Like procedures.
[CUSTOMER][NEUTRAL] Or deductibles, OK.
[CUSTOMER][NEUTRAL] Perfect. May I have a reference number for the verification?
[AGENT][NEUTRAL] Preference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] OK perfect thank you thank you so much take care bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.