AccountId: 011433970860
ContactId: 6abbfe75-4983-43f3-9758-5ad0011433c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113239 ms
Total Talk Time (AGENT): 57078 ms
Total Talk Time (CUSTOMER): 38881 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6abbfe75-4983-43f3-9758-5ad0011433c9_20250115T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from By Hospital. I need to verify pension eligibility and benefits for an outpatient facility, please.
[AGENT][POSITIVE] Alright, I'm happy to check on eligibility and benefits today, [PII] what is patient's policy number?
[CUSTOMER][NEUTRAL] It's 02444177 ML 8.
[AGENT][POSITIVE] Thank you so much. Let me pull this up. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on this is [PII]. We have the secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[AGENT][NEUTRAL] Uh, the outpatient benefit max for the calendar year on this plan is $6000.
[CUSTOMER][NEUTRAL] Does she have any use of this?
[AGENT][NEUTRAL] Um, let me take a look one moment.
[CUSTOMER][NEUTRAL] That's what they do.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient has not used anything as of today.
[CUSTOMER][POSITIVE] Oh thank you, thank you, [PII]. Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, [PII], thank you. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. You too, bye bye.
[CUSTOMER][POSITIVE] Mm bye bye bye thank you.