AccountId: 011433970860
ContactId: 524e6b58-cfdb-4e91-8ca7-6092cdeb9ba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205339 ms
Total Talk Time (AGENT): 85003 ms
Total Talk Time (CUSTOMER): 71714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/524e6b58-cfdb-4e91-8ca7-6092cdeb9ba1_20250513T15:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Bay Shore Women's Soccer. I wanna know if, uh, one of our patients, uh, she still has her gap insurance active.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02496828.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Her name is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you. All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, let me see, can I have um.
[CUSTOMER][NEUTRAL] Hm, and she still have the $4000 for inpatient and $4000 for outpatient? I'm sorry.
[AGENT][NEUTRAL] I can check on that for you. Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so as of today, let me add this. It looks like she has used some of her outpatient benefits. Let's see.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so as of today, she has used $1,174.70 out of her outpatient benefits. She has her full inpatient benefit available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the inpatient she has the 4000 and for outpatients she already used 1,174 with 77, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. Um, the last thing that I need it's, uh, your name, please, and a reference number, please.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers, you can use my name and the date.
[CUSTOMER][NEUTRAL] OK, your name with the last name [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] All [PII]. OK, thank you very much for your help. OK? Have a nice day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm