AccountId: 011433970860
ContactId: 1e3389f5-b0e3-469e-a6dc-9e2dccf2e21d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180479 ms
Total Talk Time (AGENT): 95929 ms
Total Talk Time (CUSTOMER): 92175 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1e3389f5-b0e3-469e-a6dc-9e2dccf2e21d_20250224T13:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Vist Hospital. I'm calling in regards to, um, get the benefits for patients.
[AGENT][POSITIVE] No, it would be my pleasure to assist you. And I'm sorry, do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The policy number is 0249678726496.
[AGENT][NEUTRAL] And that is not an APL policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, that's the number that I have.
[AGENT][NEUTRAL] OK, let's do a name search. What is the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] Oh, I put the numbers together. There's too many numbers.
[AGENT][NEUTRAL] I've got it, I've got his policy located. What is [PII]'s data service?
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] I mean, I'm sorry, what's his date of birth? You know I'm doing it.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Happy Monday didn't.
[CUSTOMER][POSITIVE] Happy Monday is [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I understand you're needing eligibility and benefits for [PII].
[CUSTOMER][NEUTRAL] Yes, for outpatient.
[AGENT][NEUTRAL] OK, I can help you with that. So his policy number is 249-67887.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And his policy is active as of [PII].
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he has outpatient benefit up to $4000 per calendar year. Now that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and um he, how much does he have remaining?
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] I want to get you
[AGENT][NEUTRAL] I'm checking that.
[CUSTOMER][NEUTRAL] Some
[AGENT][POSITIVE] As of right now, he has that full benefit remaining for 2025.
[CUSTOMER][NEUTRAL] What yeah.
[CUSTOMER][POSITIVE] OK perfect thank you and can I have your name?
[AGENT][POSITIVE] It's my pleasure to.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] That is great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's been a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you very much and yes if you have a reference number for the call.
[AGENT][NEUTRAL] Reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you have a good day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye bye.