AccountId: 011433970860
ContactId: 373386b9-856d-4091-bdfe-78e9efb56e4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138160 ms
Total Talk Time (AGENT): 70674 ms
Total Talk Time (CUSTOMER): 33917 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/373386b9-856d-4091-bdfe-78e9efb56e4d_20250520T12:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling for eligibility and benefits on the patient.
[AGENT][POSITIVE] All right, I'm happy to check on eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 01887319 the letter M. the letter L and the number [PII].
[AGENT][NEUTRAL] Thank you. And then for documentation, can I please have your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, uh, that the primary does not.
[CUSTOMER][NEUTRAL] OK, and how much has been applied to the network, I mean sorry, outpatient?
[AGENT][NEUTRAL] Let's see what their benefits are for outpatient.
[AGENT][NEUTRAL] Their outpatient amount for the calendar year, it looks like it's a benefit max of 6600.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Patient has a remaining balance. It looks like a $4,634.86.
[AGENT][NEUTRAL] They've used 1,965, uh-huh.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, 1165.
[CUSTOMER][NEUTRAL] Thank you, can I get a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial in today's date. My name is [PII], that's [PII] and then last initial is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye