AccountId: 011433970860
ContactId: 0379257b-34dc-4f71-954b-d3329f9ade20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134210 ms
Total Talk Time (AGENT): 57160 ms
Total Talk Time (CUSTOMER): 33490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0379257b-34dc-4f71-954b-d3329f9ade20_20250206T13:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I need eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02240463.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, to confirm that the patient is active and outpatient um benefits.
[AGENT][NEUTRAL] OK, I can give you that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance will pay up to $7900 per calendar year.
[CUSTOMER][NEUTRAL] And has anything been used?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] No, ma'am. Nothing has been used for this year.
[CUSTOMER][NEUTRAL] Thank you. Can I get a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all thank you so much have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.