AccountId: 011433970860
ContactId: 1fc40e31-d0c6-4258-bb7e-33a128f70fe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142440 ms
Total Talk Time (AGENT): 67524 ms
Total Talk Time (CUSTOMER): 67204 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1fc40e31-d0c6-4258-bb7e-33a128f70fe8_20250205T16:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling to um see if I can get a benefits breakdown and eligibility for a patient.
[AGENT][POSITIVE] OK, I'm happy to help today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 02579763. Yeah.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Birth date is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on here is [PII], and we can send you a fax back breakdown if you have a fax number.
[CUSTOMER][NEUTRAL] Yes ma'am, that is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] You're paying
[CUSTOMER][NEUTRAL] Um, you can put [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is she in network? I'm not familiar with um APL.
[AGENT][NEUTRAL] Let's see, so yeah, this particular plan looks like doesn't require any sort of network um it pays by UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It pays by UCR?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, and can I have a reference number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and then today's date. My name again is [PII].
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like give him walking and he's just everywhere now.
[AGENT][NEUTRAL] And that should be there in about 5 minutes.
[CUSTOMER][POSITIVE] OK great thank you so much and um just real quick what is her I'm sorry, what is her [PII]?
[AGENT][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] Oh yeah, no problem. Her calendar year [PII] is going to be 1500 per covered insured.
[CUSTOMER][NEUTRAL] Are you there.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Uh you too bye bye