AccountId: 011433970860
ContactId: 0e4ecda0-5e97-4b44-b574-e95774ab8330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97220 ms
Total Talk Time (AGENT): 47913 ms
Total Talk Time (CUSTOMER): 33291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/0e4ecda0-5e97-4b44-b574-e95774ab8330_20250228T16:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have on file is 01071583.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Outpatient benefits please.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and he has a benefit max up to $500 per occurrence.
[CUSTOMER][NEUTRAL] Her occurrence.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Perfect. Alright, that was actually all I needed to know, [PII]. Thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye.