AccountId: 011433970860
ContactId: 7172d3f1-4edc-4f0e-992c-38ecc28bd4c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160919 ms
Total Talk Time (AGENT): 67234 ms
Total Talk Time (CUSTOMER): 36402 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7172d3f1-4edc-4f0e-992c-38ecc28bd4c8_20250115T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I want to check patient's eligibility.
[AGENT][POSITIVE] OK, I can help you. Can you spell?
[CUSTOMER][NEUTRAL] And benefits?
[AGENT][NEUTRAL] OK, can you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you said benefits as well. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] OK, and what's the
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 242-485-6
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. The policy effective date is [PII]. Uh, this policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] This will be secondary insurance, right?
[AGENT][NEUTRAL] Mhm. The information provided is verification, not a guarantee of payment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And where I can submit the claim.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, you could submit the claim to [PII] Life.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you [PII]. Do you give a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. T as in Tom, O N Y A, first initial the last name is [PII] as [PII] and any other questions?
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.