AccountId: 011433970860
ContactId: 5fdefe72-203d-4e9e-8090-2ff2d78d0f50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117959 ms
Total Talk Time (AGENT): 53180 ms
Total Talk Time (CUSTOMER): 57058 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5fdefe72-203d-4e9e-8090-2ff2d78d0f50_20250421T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] I'm calling you to check benefits on a patient, see if she's active and what's her maximum amount.
[AGENT][NEUTRAL] OK. Uh, I am happy to check eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1435119 ML 8.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] I think it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's hard to say these names.
[AGENT][NEUTRAL] Sorry. So patient is, patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And their outpatient benefit max for the calendar year is $2000.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Has she made anything out of it?
[AGENT][NEUTRAL] Let's see, looks like they have the full amount still to use.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's awesome. OK, so now reference number, probably your name and today's date, correct?
[AGENT][NEUTRAL] Mhm, that is correct, yeah, it's gonna be my name with my last initial and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's your last last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, [PII], we're done. Thank you so much for your help. You have a wonderful day today. OK. You too. Bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] Bye-bye.