AccountId: 011433970860
ContactId: fd171fb2-fa52-49d6-a9d0-0fda1b7fb912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144270 ms
Total Talk Time (AGENT): 62559 ms
Total Talk Time (CUSTOMER): 63179 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/fd171fb2-fa52-49d6-a9d0-0fda1b7fb912_20250421T13:19_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] with Crest Community Health Services. I have a patient here and I'm trying to verify eligibility.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, that is 02555826.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] He knows
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Ain't nothing I can do there nothing I'm not.
[CUSTOMER][NEUTRAL] Office spaces.
[AGENT][NEUTRAL] OK, let's see. For office visits, we cover, for office visits, we cover up to $50 per visit and she gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Made
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, is there a copay?
[AGENT][NEUTRAL] No, I'm not showing any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, let's see, OK, alright.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. You have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, and let me get a call reference number reference number.
[AGENT][NEUTRAL] OK, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much you have a great day.
[AGENT][POSITIVE] You do the same, Sunny. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Mhm mhm.