AccountId: 011433970860
ContactId: 627f7b5d-e823-49ac-b88e-304652b56c27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248860 ms
Total Talk Time (AGENT): 95944 ms
Total Talk Time (CUSTOMER): 66864 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/627f7b5d-e823-49ac-b88e-304652b56c27_20250220T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to track patients eligibility and benefits on a go policy.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell your name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Spell it one more time, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. And what is that policy number?
[CUSTOMER][NEUTRAL] 011780660 ML 8.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And what's the, well, what's that policy number again? It sounds like I had too many numbers. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 011780660
[AGENT][NEUTRAL] 660 OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Let's not pulling up. What's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what state is he from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. The policy number is 1,780,660.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um showing an effective date of [PII], policy is active. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] For outpatient, um, you, can you repeat the policy number again?
[AGENT][NEUTRAL] Yes, ma'am. Um, 1,780,660.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] outpatient, um, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and he has a benefit max up to 2500 per calendar year.
[CUSTOMER][NEUTRAL] Have you used any of his benefits?
[AGENT][NEUTRAL] Oh, no, ma'am. He hasn't used any benefits, so it's available.
[CUSTOMER][NEUTRAL] OK, and what was his effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] 119. OK, is there a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day, [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye.