AccountId: 011433970860
ContactId: 174b76d7-78bb-4385-885b-4544c2e4026b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129729 ms
Total Talk Time (AGENT): 65042 ms
Total Talk Time (CUSTOMER): 46101 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/174b76d7-78bb-4385-885b-4544c2e4026b_20250131T19:31_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to check patients eligibility and benefits.
[CUSTOMER][NEUTRAL] You may have negative
[AGENT][POSITIVE] OK. Happy to check on eligibility and benefits today. What is the policy number?
[CUSTOMER][NEUTRAL] Um, 02515503 ML 8.
[AGENT][POSITIVE] All right, thank you so much let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, her benefits for outpatient.
[AGENT][NEUTRAL] Yeah, let me get that for you just one sec.
[AGENT][NEUTRAL] Um, looks like the patient's plan has an outpatient benefit amount per occurrence, and that is $500 max.
[CUSTOMER][NEUTRAL] Uh, is that per calendar year or per day?
[AGENT][NEUTRAL] It's per occurrence, so occurrence means yeah, whatever the patient's being seen for.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um hello?
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, that's it. Can I get a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.