AccountId: 011433970860
ContactId: 53f8e741-d2cf-4066-8fff-a25fbf01e467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134610 ms
Total Talk Time (AGENT): 56575 ms
Total Talk Time (CUSTOMER): 42167 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/53f8e741-d2cf-4066-8fff-a25fbf01e467_20250107T19:34_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'm calling for benefits and eligibility please for one of our patients.
[AGENT][NEUTRAL] OK, I'm happy to check benefits and eligibility today. What is the policy number?
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] One moment, 02230128 ML 8.
[AGENT][POSITIVE] Alright thank you so much one moment please.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name and date of birth is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Finance something and then.
[CUSTOMER][NEUTRAL] My date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay and co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK. And for outpatient surgery?
[AGENT][NEUTRAL] Let me see with the outpatient.
[CUSTOMER][NEUTRAL] What is the maximum?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the outpatient benefit max for the calendar year is going to be 1500.
[CUSTOMER][NEUTRAL] 1500 and how much has been accumulated?
[AGENT][NEUTRAL] Let me see if they've used anything one moment.
[AGENT][NEGATIVE] Not showing anything has been used thus far.
[CUSTOMER][NEUTRAL] OK, and your name?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII] and the last initial to my name is [PII]. That is the call reference.
[CUSTOMER][POSITIVE] Thank you so much you have a great rest of your day, OK?
[AGENT][POSITIVE] You too thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mm.