AccountId: 011433970860
ContactId: 51c68cb3-eee0-430c-a3a1-e5471a21779c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146740 ms
Total Talk Time (AGENT): 76012 ms
Total Talk Time (CUSTOMER): 35321 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/51c68cb3-eee0-430c-a3a1-e5471a21779c_20250417T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, good morning. My name is [PII] from Doctors Hospital. I'm calling to get benefit and eligibility on a patient for surgery.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits and eligibility, ma'am. Can I please get your call back number, Ms. [PII], just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number is 01887388ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that Ms. [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental secondary insurance that helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount of $1000 per calendar year, and then she also has an outpatient benefit amount of $1000 per calendar year to go towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mm OK. Um, any accumulation?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much [PII] that's all I needed.
[AGENT][POSITIVE] You're very welcome. Yes, Ms. [PII], thank you for calling APL and I hope you have a wonderful Easter.
[CUSTOMER][POSITIVE] You too as well thank you bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.