AccountId: 011433970860
ContactId: 77bc5e48-89fc-4c46-af61-f98e4384e87a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140779 ms
Total Talk Time (AGENT): 75772 ms
Total Talk Time (CUSTOMER): 34848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/77bc5e48-89fc-4c46-af61-f98e4384e87a_20250418T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check patients eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID is 01605725.
[AGENT][NEUTRAL] Thank you. And then Miss [PII], what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] I'm calling um from Yuma Regional Medical Center.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you giving me that information. Let me look up this policy real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] has an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $5000 and an outpatient calendar year benefit amount of $2500.
[CUSTOMER][POSITIVE] Alrighty, thank you so much. Can I get a reference number please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you, you have a good day.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good Easter. Thanks for calling APL.