AccountId: 011433970860
ContactId: 6b88aa95-5738-4db9-bf8f-6e7c91fa08ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155559 ms
Total Talk Time (AGENT): 65057 ms
Total Talk Time (CUSTOMER): 77765 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6b88aa95-5738-4db9-bf8f-6e7c91fa08ff_20250107T21:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to confirm this patient, um, if they have any outpatient hospital benefits for the year, if they have anything remaining or use. Thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII]. Callback number is [PII]. And is your name spelled [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I have that policy number, the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] Yeah, 02556517. M like Mike, L like Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth that you're requiring benefits for?
[CUSTOMER][NEUTRAL] Mhm. [PII], [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. [PII] has a maximum benefit amount.
[AGENT][NEUTRAL] Of $8700 per calendar year for outpatient services and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Max benefit.
[CUSTOMER][NEUTRAL] OK, and are you able to confirm if he's used any for the year or did they reset on the first?
[AGENT][NEUTRAL] It was said on the [PII].
[CUSTOMER][NEUTRAL] OK, so it's just still have all, all 8700 remaining. Alright, and is there any group name, group number associated with the policy?
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] Yes, there is. The group number is 80094.
[CUSTOMER][NEUTRAL] I do have a group number 800. 0, go ahead.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] You got 80094 and the group name is Sunshine Gasoline Distributors.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Perfect. OK, alright, and then the [PII] is the same address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's correct. 60801 is the payer ID.
[CUSTOMER][NEUTRAL] Got it. Alright, that's exactly what I needed for this patient. That was the only one I have for you today, [PII]. Can I have a call reference number and the first initial of your last name?
[AGENT][NEUTRAL] Um, we don't provide reference numbers. However, you can use my name and today's date as a reference. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said your name is today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, got it. Alright, thank you for your time. Hope you enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APM, [PII]. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.