AccountId: 011433970860
ContactId: 08ca41ec-4461-4720-ba13-6ecab8e5179a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100839 ms
Total Talk Time (AGENT): 44301 ms
Total Talk Time (CUSTOMER): 42578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/08ca41ec-4461-4720-ba13-6ecab8e5179a_20250520T18:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I have a patient coming up. I need to check benefit eligibility, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the lawyer, if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] uh uh sorry uh yeah [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 01731964.
[CUSTOMER][NEUTRAL] MLA.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] My, the Cardinals and the special born [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2500.
[CUSTOMER][NEUTRAL] 2500.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, um this amount, this amount is still remain in the account?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, they haven't used their benefits this year.
[CUSTOMER][NEUTRAL] Nothing. OK, perfect. Do you have a call reference please for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect, that'll be all, [PII]. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.