AccountId: 011433970860
ContactId: 60863f7b-2b66-4a5e-be74-a9cff502f57c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108860 ms
Total Talk Time (AGENT): 51682 ms
Total Talk Time (CUSTOMER): 31918 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/60863f7b-2b66-4a5e-be74-a9cff502f57c_20250228T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I need to verify eligibility and benefits.
[AGENT][NEUTRAL] OK, I'm happy to check benefits and eligibility. What's the patient policy number?
[CUSTOMER][NEUTRAL] Um, so I think I might be using the outpatient benefit certified number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's 02493492M.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[AGENT][NEUTRAL] Uh, the member's outpatient benefit max is a calendar day and that's $800.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] OK and then can I have a reference number for this?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial and then today's date. My name again is [PII], which is [PII] is [PII].
[CUSTOMER][POSITIVE] Thank you very much for your help you have a good weekend.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] OK