AccountId: 011433970860
ContactId: 4e78c2dc-41a8-4395-8b26-97ac65834f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156470 ms
Total Talk Time (AGENT): 70340 ms
Total Talk Time (CUSTOMER): 60614 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/4e78c2dc-41a8-4395-8b26-97ac65834f7c_20250516T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I need to um uh verify if a patient is active with you guys.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It's 142.
[CUSTOMER][NEUTRAL] 672-3.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the back number is [PII].
[AGENT][POSITIVE] Thank you so much. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient does have an active plan. It looks like it's a different policy number though. Do you want the active policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, uh, active policy number is 02.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 6898.
[CUSTOMER][NEUTRAL] It's so it's 02506898.
[AGENT][NEUTRAL] Uh-huh. Correct. And the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. And um how much per year does she get for hospital outpatient?
[AGENT][NEUTRAL] Let's see here one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like the excuse me, the outpatient benefit max on this is per calendar day and that's $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has she, OK, so it's per day. OK, so we, so let's say she has an appointment today, she has $500 she can use.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yeah, for every calendar day. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, perfect. Got it. And can I get a name and a reference number for the call, please?
[AGENT][NEUTRAL] Yeah, absolutely. So call references my name with my last initial and then today's date. My name is [PII], that's [PII] initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, sir. I hope you have a great day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.