AccountId: 011433970860
ContactId: 293475c5-2f39-41ec-8b39-4c88ee3e7639
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140639 ms
Total Talk Time (AGENT): 71360 ms
Total Talk Time (CUSTOMER): 48661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/293475c5-2f39-41ec-8b39-4c88ee3e7639_20250220T15:36_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] Good morning [PII]. My name is [PII] and I'm calling for benefits for a specialist office for this patient.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with those benefits. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have here, I don't know if it's correct, but I have here 60801.
[AGENT][NEUTRAL] And that is actually our payer ID.
[AGENT][NEUTRAL] Do you have a card?
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] At the bottom of the card, do you see an inpatient or outpatient benefits er number?
[CUSTOMER][NEUTRAL] I have both of them.
[AGENT][NEUTRAL] Either one is fine, that's her policy number.
[CUSTOMER][NEUTRAL] Perfect, got it. OK, so it's gonna be 02568964 M as in Mary, L as in Lisa, the number 8.
[AGENT][NEUTRAL] Thank you, [PII], and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], her date of birth is [PII].
[AGENT][NEUTRAL] All right, and I understand you need eligibility and benefits for [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, for a specialist office.
[AGENT][NEUTRAL] Alright, and I can help you with that benefit. I'm showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is her secondary policy to her major medical. With this policy, no services in the doctor's office are covered only inpatient and outpatient hospital facilities.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, my love, this would be it. I just need a call reference number please.
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Thank you so much and I hope you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well [PII] thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] OK bye bye.