AccountId: 011433970860
ContactId: 528db526-c2ca-41da-b6c9-d1957183ffcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249470 ms
Total Talk Time (AGENT): 67733 ms
Total Talk Time (CUSTOMER): 118481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/528db526-c2ca-41da-b6c9-d1957183ffcf_20250506T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office, and I need to get eligibility and benefits for a few patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] It's Day, [PII].
[AGENT][POSITIVE] I talk to you and you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, policy number is 02212777 M as in Mary, L as in love 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] if you don't see it in the system so.
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII]. And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, you don't have it from the past, right?
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] make sure
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, outpatient benefits, they have a $500 per covered person per calendar day benefit payable.
[CUSTOMER][POSITIVE] Perfect and lastly for this patient, can I just have the reference number for this call?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] Perfect. And then I do have two others if you don't mind.
[AGENT][NEUTRAL] OK, yeah, let me make a note and then we can move to the next one.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] Of course 02291433 M as in Mary, L as in love, 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] We'll go over and meet.
[CUSTOMER][NEUTRAL] Her name is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, it looks like this policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Yeah, let me get that pulled up.
[CUSTOMER][NEUTRAL] Oh, that's
[AGENT][NEUTRAL] Uh, this policy has a 1500 per covered person per calendar year benefit payable.
[CUSTOMER][NEUTRAL] Mhm, has she meant anything towards that?
[CUSTOMER][NEUTRAL] Oscar is like a like um like one of those.
[AGENT][NEGATIVE] Uh, she has not met anything.
[CUSTOMER][POSITIVE] Perfect. And then I do have one last one and this one I just have to be sure that her policy is active.
[AGENT][NEUTRAL] OK. Let me get that.
[AGENT][POSITIVE] It's real quick.
[CUSTOMER][POSITIVE] No problem. Take your time. It's harder to get it reduced, so I inherited.
[AGENT][NEUTRAL] OK, and what's the policy number on that one?
[CUSTOMER][NEUTRAL] 02517183 M as in Mary L as in love 8.
[CUSTOMER][NEUTRAL] That for me.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] To that one is
[AGENT][NEUTRAL] Uh, this policy is active and effective [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much my love. You were a great help.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.