AccountId: 011433970860
ContactId: 1d4bad6b-5619-47eb-8a7d-058d6087f85c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124440 ms
Total Talk Time (AGENT): 43683 ms
Total Talk Time (CUSTOMER): 39046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1d4bad6b-5619-47eb-8a7d-058d6087f85c_20250415T22:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to verify patient's eligibility and benefit information please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the uh policy number, [PII]?
[CUSTOMER][NEUTRAL] I do. It is 02336080 M like Mary L like Lima 8.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII]. Uh, it's currently active.
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK. It's not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Yeah, let me get that pulled up. Give me one moment.
[AGENT][NEUTRAL] OK, it looks like for their outpatient benefit, they have a $250 covered person per calendar day benefit, so it'll pay out $250 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Perfect. And would there be a reference number for our call?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, perfect. All right. Well, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Thank you for calling [PII]. Have a good evening.
[CUSTOMER][POSITIVE] You too. Thank you. Mm bye.