AccountId: 011433970860
ContactId: 34c788ef-26b2-4dca-bd53-a8efae8fbdbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97059 ms
Total Talk Time (AGENT): 48539 ms
Total Talk Time (CUSTOMER): 34848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/34c788ef-26b2-4dca-bd53-a8efae8fbdbe_20250304T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to get benefits and eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02597476 M like Mary L like Larry number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] option number 4.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max up to $4000 per calendar year.
[CUSTOMER][NEUTRAL] OK, do you know how much of that she's met already?
[AGENT][NEUTRAL] Uh, she hasn't used any, so it is available.
[CUSTOMER][POSITIVE] Perfect. Alright, that is all I needed thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APM Ms. [PII].
[CUSTOMER][POSITIVE] Good bye.
[AGENT][NEUTRAL] Bye.