AccountId: 011433970860
ContactId: 1549acb3-5592-46f0-8511-019991bafa6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135220 ms
Total Talk Time (AGENT): 58614 ms
Total Talk Time (CUSTOMER): 46188 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/1549acb3-5592-46f0-8511-019991bafa6b_20250423T13:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling to check benefits and eligibility for a person.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] So your your CT scan.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 02255734 ML 8.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing benefits or claim status?
[CUSTOMER][NEUTRAL] Uh, eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, this policy coordinates with the primary insurance, whatever the primary applies to their deductible co-pay or co-insurance only will pay up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] And has anything been mad?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, ma'am. He has not made anything for this year.
[CUSTOMER][NEUTRAL] OK, can I get a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] Thank you [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.