AccountId: 011433970860
ContactId: fcb9739a-0b1a-4d53-9adf-75c1802cbb9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165229 ms
Total Talk Time (AGENT): 83710 ms
Total Talk Time (CUSTOMER): 62812 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fcb9739a-0b1a-4d53-9adf-75c1802cbb9e_20250124T20:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Heart of the Rockies Regional Medical Center and I'm trying to uh verify eligibility for a patient.
[AGENT][POSITIVE] Well [PII], it would be a pleasure to assist you with that eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02447401
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right, thank you, [PII], and I can help you with that eligibility. I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his major medical coverage.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what are his benefits for this coverage?
[AGENT][POSITIVE] And I can help you with benefits as well. What type of benefits are you needing?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] For an office visit.
[CUSTOMER][NEUTRAL] Uh, outpatient surgery.
[AGENT][NEUTRAL] Outpatient surgery. He does have outpatient coverage up to $1500. That is a per calendar year benefit, and that is also a verification of coverage on the policy, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] So his, his $1500 renews every, every January, correct?
[AGENT][NEUTRAL] It does, and he has not used that as of yet for [PII].
[CUSTOMER][POSITIVE] All right, perfect. That's what I needed to know. What was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do you have a reference number for this call?
[AGENT][NEUTRAL] It would be my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help today. I do appreciate it.
[AGENT][NEUTRAL] And that's
[AGENT][POSITIVE] [PII], it was my pleasure to help you with the eligibility and benefits. Thank you for calling APL and I hope you have a happy weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.