AccountId: 011433970860
ContactId: 11ec53b3-8136-4052-9971-4387e59dbe1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150210 ms
Total Talk Time (AGENT): 78931 ms
Total Talk Time (CUSTOMER): 33870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/11ec53b3-8136-4052-9971-4387e59dbe1d_20250512T12:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient, please.
[AGENT][POSITIVE] All right, [PII]. Happy to help with benefits and eligibility. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 01611832 M like Mary L like Larry 8.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][POSITIVE] Perfect. So, patient is active. It looks like the effective date on this is going to be.
[AGENT][NEUTRAL] Uh, [PII], we are the members' secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, what is the outpatient benefit for her?
[AGENT][NEUTRAL] Looks like the outpatient benefit max on this member's plan is going to be 1500 and that is for the calendar year.
[CUSTOMER][NEUTRAL] Do you know how much he's met of that 1500?
[AGENT][NEUTRAL] Yeah let me take a look here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem. All right, so it looks like amount paid today.
[AGENT][NEUTRAL] Just give me remaining. Let me get you the remaining here.
[AGENT][NEUTRAL] [PII] has a remaining amount of $1010.40. The amount used to date is 48960s.
[CUSTOMER][NEUTRAL] OK perfect all right and I'm sorry your name was one more time?
[AGENT][NEUTRAL] No, no problem. My name is [PII], that is [PII], and that is the call reference with today's date, just my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] for your help and have a wonderful day.
[AGENT][NEUTRAL] You too bye bye.