AccountId: 011433970860
ContactId: 048b1769-b3b5-4c1c-8ba4-681760a22f84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151130 ms
Total Talk Time (AGENT): 64860 ms
Total Talk Time (CUSTOMER): 51115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/048b1769-b3b5-4c1c-8ba4-681760a22f84_20250429T17:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm checking benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02512923.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, that my phone won't shut up.
[CUSTOMER][NEUTRAL] It's uh the last name is [PII] and the first name is [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient um hospital.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies.
[AGENT][NEUTRAL] To their deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] We'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] 50 per calendar day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Could I have a reference 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][NEUTRAL] No, I'm sorry. Could you give me your name again?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Last initial S.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][POSITIVE] Yes. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.