AccountId: 011433970860
ContactId: 32828a21-5359-413f-ae66-4ed2769a30de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259480 ms
Total Talk Time (AGENT): 84536 ms
Total Talk Time (CUSTOMER): 46352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/32828a21-5359-413f-ae66-4ed2769a30de_20250604T18:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEGATIVE] Uh, I'm sorry, you're breaking up. I didn't really hear anything you said.
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check benefits for patients eligibility and benefits.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes Ms [PII], I can help you with both eligibility and benefits. Can I get your call back number ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] Thank you ma'am and what name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Memorial MRI and diagnostic.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number 02604421.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I've got [PII] pulled up. She does have an active policy. The effective date of the policy is going, oh, I just lost her. Hold on. Let me find it again. I apologize.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII]'s policy is active effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient done in the office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look pull our benefits in.
[AGENT][NEUTRAL] Be just a moment while I get her benefits to pull in.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, she does have, and this is.
[AGENT][NEUTRAL] It's just to verify her benefits. It's not a guarantee of payment. She has an outpatient accident and sickness treatment benefit in a physician's office.
[AGENT][NEUTRAL] $75.
[CUSTOMER][NEUTRAL] $75 got it.
[CUSTOMER][NEUTRAL] All right. That's what I needed to know. Thank you for that information, [PII]. May I have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect alright thank you so much. You enjoy the rest of your day.
[AGENT][POSITIVE] You too, Ms [PII]. Thank you for calling APL. Have a good night bye bye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh