AccountId: 011433970860
ContactId: 610b5f1a-dea7-4aed-a907-3c524012edfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196460 ms
Total Talk Time (AGENT): 107868 ms
Total Talk Time (CUSTOMER): 52648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/610b5f1a-dea7-4aed-a907-3c524012edfc_20250129T21:07_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling for eligibility and outpatient benefits on a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with the eligibility and outpatient benefits today. And do you mind if I snag your name and a good callback number real quick?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII]. Callback number [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right. Um, it is 024.
[CUSTOMER][NEUTRAL] 089
[CUSTOMER][NEUTRAL] 16
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, and the number 8.
[AGENT][POSITIVE] Alrighty so I appreciate that, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII], [PII].
[AGENT][NEUTRAL] All right, perfect. I do see [PII] here. I do want to let you know as well that he does have an updated policy number with us if you are liking that today.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] Alright, perfect. I am showing that his policy number with us is now 0254.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 2046.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, and there's no ML?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, I'm we don't need the ML. It's on there but it's not needed.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. And let me get his effective date for you. It looks like he's been effective on this particular policy since [PII]. He's current and active. And you said outpatient benefits, correct? Correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Perfect. And while I'm getting those benefits up, I do wanna let you know that any benefit information I give over the phone is just a verification of coverage and never guarantee a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like outpatient, he has a calendar year maximum of $6000.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Perfect. And does, have you used any of that so far this year?
[AGENT][NEUTRAL] Um, let me take a look at those, um.
[AGENT][POSITIVE] Benefits so far this year.
[AGENT][NEUTRAL] Alright, it does not look like we've used anything for the [PII] calendar year.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Um, can I get your reference number for this phone call?
[AGENT][NEUTRAL] Absolutely. It's just gonna be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Right, my pleasure. Thank you for calling APL you have a fabulous day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.