AccountId: 011433970860
ContactId: 6b1a11af-f968-4648-96f5-8521b217f846
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167550 ms
Total Talk Time (AGENT): 79040 ms
Total Talk Time (CUSTOMER): 63253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6b1a11af-f968-4648-96f5-8521b217f846_20241230T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, you said your name was [PII]?
[AGENT][NEUTRAL] Yes, so, so, mhm.
[CUSTOMER][NEUTRAL] Hi. My name is [PII]. How are you?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I'm good. How about you, Miss [PII]?
[CUSTOMER][NEUTRAL] Good, thank you. Can you please provide me the first initial to your last name, please?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Mine's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm calling in regards to a patient. I need to see if their plan is active with you guys and how much do they have remaining in their outpatient benefits, please.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility.
[AGENT][NEUTRAL] All right. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, call back is [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. The policy number is 01699573M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Let me check and see if they have a different policy. This one is terminated. OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, let me pull this information.
[AGENT][NEUTRAL] OK, so let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] OK, we have a 0247.
[AGENT][NEUTRAL] 3044.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, the effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. And let me see how much is remaining, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And it looks like she has a daily benefit. So the daily benefit is $300.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] 300. OK, perfect for daily.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, great. Can you please provide me a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate your help. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.