AccountId: 011433970860
ContactId: 2b125f0c-0274-408f-9159-9ea9d897e444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144600 ms
Total Talk Time (AGENT): 62187 ms
Total Talk Time (CUSTOMER): 70409 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2b125f0c-0274-408f-9159-9ea9d897e444_20250304T14:57_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is one of our questions.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling just to find out um how much is left in someone's gap account.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] She gets
[CUSTOMER][NEUTRAL] Sure my name is [PII].
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number? My name is [PII]. [PII], what's the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][POSITIVE] OK thank you so the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, can you just confirm for me it's not payer ID, is it the in-hospital benefit certification number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that the one that would be that one?
[AGENT][NEUTRAL] Either one, but
[CUSTOMER][NEUTRAL] So it's 02 got it 02.
[CUSTOMER][NEUTRAL] 444488 [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits remaining for [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII]?
[CUSTOMER][NEUTRAL] He has not used them.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So how much is that?
[AGENT][NEUTRAL] For inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] It has $500 per occurrence, so he has $500 per per occurrence.
[CUSTOMER][NEUTRAL] So he has $500 per time he comes to the hospital?
[AGENT][NEUTRAL] Remain.
[AGENT][NEUTRAL] No, $500 per diagnosis. If it's the same diagnosis, he has up to $500.
[CUSTOMER][NEUTRAL] What you want around.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Up to 90 days.
[CUSTOMER][POSITIVE] Got it thank you. And when is this this is effective since when? I'm sorry?
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Got it thank you so much. um, can I have a reference number or no?
[AGENT][NEUTRAL] We don't provide those [PII], you can use my name and today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it for today thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You too bye.