AccountId: 011433970860
ContactId: 14027cb0-24a7-4f26-842b-43449dfbaa90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153160 ms
Total Talk Time (AGENT): 59889 ms
Total Talk Time (CUSTOMER): 62691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/14027cb0-24a7-4f26-842b-43449dfbaa90_20250103T23:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I just wanted to check a patient's um benefits.
[AGENT][POSITIVE] OK, I'm happy to
[CUSTOMER][NEUTRAL] For outpatient surgery.
[AGENT][NEUTRAL] OK, I can check eligibility and benefits for you today. Do you, um, do you have the patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I do. It's um 022 03919 M as in mama, L as in love, 7.
[AGENT][POSITIVE] All right. Thank you
[CUSTOMER][NEUTRAL] Can you turn the fan? I'm sorry.
[CUSTOMER][NEUTRAL] Sorry, cause I can feel it, so I'm like, oh, I can, I'm sure it sounds like I'm in a tunnel.
[AGENT][NEUTRAL] Um, can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. The name is [PII] and it shows [PII].
[AGENT][NEUTRAL] Alright, thank you for that. So the patient plan is active. The effective date is [PII]. We are the secondary insurance, so this will cover uh co-pay, deductible insurance. The primary does not. Looks like the outpatient benefit max on this plan for a calendar year is $6000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6000. OK. Have they used any yet?
[AGENT][NEUTRAL] Um, let's double check and see.
[CUSTOMER][NEUTRAL] My gosh, so sorry.
[AGENT][NEGATIVE] Doesn't look like anything has been used thus far for the year.
[CUSTOMER][NEUTRAL] OK. All right, perfect. And then, um, the effective they have 71 and 22. Perfect. Is there a reference number to our conversation?
[AGENT][NEUTRAL] Absolutely call references my name with my last initial than today's date. My name again is [PII], that's spelled [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your time and kindness, and I hope you have a beautiful weekend and happy New Year.
[AGENT][POSITIVE] You too. Take care. Thanks for calling.
[CUSTOMER][POSITIVE] Thanks a lot, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye-bye