AccountId: 011433970860
ContactId: 16d081f1-12b7-4b0b-98c5-458ca115ae0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107849 ms
Total Talk Time (AGENT): 47111 ms
Total Talk Time (CUSTOMER): 30500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/16d081f1-12b7-4b0b-98c5-458ca115ae0a_20250626T12:09_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling for eligibility and benefits in the patient.
[AGENT][POSITIVE] Alright, I'm happy to check eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 1337111, the letter M, the letter L and the number 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] Were there secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK, how much is the limit for outpatient?
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] Their outpatient benefit max is for a calendar year which is 2500.
[CUSTOMER][NEUTRAL] Thank you, can I get a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name is [PII], that's [PII] H. Last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][NEUTRAL] You too, [PII]. bye bye.