AccountId: 011433970860
ContactId: 65ca93ac-47c0-4583-b382-e45a0ac9438b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148320 ms
Total Talk Time (AGENT): 53137 ms
Total Talk Time (CUSTOMER): 44029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/65ca93ac-47c0-4583-b382-e45a0ac9438b_20250409T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits and eligibility please.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]. May I have your name please?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, I'm sorry. Could you give me that number one more time? [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That is 01659400 ML 8.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you need benefits for outpatient services?
[CUSTOMER][NEUTRAL] Ambulatory freestanding facility.
[AGENT][NEUTRAL] And this is not a guarantee of payment, basic outline of the policy. Show her effective date is [PII]. Policy is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] pulled up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, outpatient benefit is 7900 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so have they used any of it?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, looks like she has used 7840.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All of it.
[AGENT][NEUTRAL] Almost all of it, yep.
[CUSTOMER][NEUTRAL] OK, almost all of it. OK, thank you and this is her secondary insurance.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, may I please have the reference number?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.