AccountId: 011433970860
ContactId: 48b25c91-04e6-42ad-9878-747b0ff53f5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165779 ms
Total Talk Time (AGENT): 70058 ms
Total Talk Time (CUSTOMER): 44899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/48b25c91-04e6-42ad-9878-747b0ff53f5e_20250610T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I think I spoke to you earlier. Um, I, this is [PII]. I need another verification for a patient, please.
[AGENT][NEUTRAL] OK, and what is your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] I sure do. It's 01659400 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you are needing uh eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Did you need for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Um, for outpatient, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. It does coordinate with the primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance. For this one we'll pay up to $7900 per calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. And have they used anything towards it for this year?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, she has used $7840.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that again? How much?
[AGENT][NEUTRAL] $7840.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Likewise, bye-bye.
[AGENT][NEUTRAL] Bye bye