AccountId: 011433970860
ContactId: 4f977d50-986a-461e-a06d-905c2793b773
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155559 ms
Total Talk Time (AGENT): 62381 ms
Total Talk Time (CUSTOMER): 62798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4f977d50-986a-461e-a06d-905c2793b773_20250623T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I am calling to see if I can get um eligibility and benefits for a patient. I know the patient has a um a limit balance of 1500, and I wanted to know if anything has been applied towards that.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 203108 ML 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, the first name is [PII]. The last name is [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what the patients used for the air, one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, so their outpatient benefit max for the calendar year is going to be 1500. I do not show that they've used anything as of date. Uh, this does cover deductible, co-pay, co-insurance. The primary does not, as we are the secondary.
[CUSTOMER][POSITIVE] OK, perfect. um, and what is your name? I'm sorry?
[AGENT][NEUTRAL] That's OK. My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK and then can I have a reference number for this call?
[AGENT][NEUTRAL] Mhm. Call reference is my name and then just today's date. So [PII], my initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] OK, that was it. No, that was all.
[AGENT][POSITIVE] All right. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.