AccountId: 011433970860
ContactId: 2cbd79b5-6244-40fb-904f-84841ef154f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162059 ms
Total Talk Time (AGENT): 76473 ms
Total Talk Time (CUSTOMER): 60709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2cbd79b5-6244-40fb-904f-84841ef154f7_20250319T20:40_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. My name is [PII] and I'm calling for Texas Diest specialist.
[CUSTOMER][NEUTRAL] I'm calling for a benefits and eligibility for the patient please.
[AGENT][NEUTRAL] OK, did I just speak with you?
[CUSTOMER][NEUTRAL] Yes, but I can't hear right.
[AGENT][NEUTRAL] OK, can you hear me better?
[CUSTOMER][POSITIVE] Yes, thank you so much yeah I'm so sorry.
[AGENT][NEUTRAL] OK, spell your name.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 02315642.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] thank you and did you say that this was for?
[CUSTOMER][NEUTRAL] Excuse me, and your
[AGENT][NEUTRAL] Did you say this is for service in a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] An outpatient facility facility.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Excuse me, what is your name? [PII], can you spell it for me?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and I have the information you requested, uh huh, I'm showing an effective date of [PII] policy is active at this time.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm showing the maximum outpatient benefit is up to $2550.
[AGENT][NEUTRAL] That is per calendar year.
[AGENT][NEUTRAL] And this information is verification only. It does not guarantee payment of a claim, and I don't show any of that benefit used at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no [PII], uh, can you give me the reference number code please?
[AGENT][NEUTRAL] My name in today's date, the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And today date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.