AccountId: 011433970860
ContactId: 7859cad1-658d-4090-915b-2cfe5fb7295a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101660 ms
Total Talk Time (AGENT): 58201 ms
Total Talk Time (CUSTOMER): 33301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7859cad1-658d-4090-915b-2cfe5fb7295a_20250422T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just trying to verify um eligibility benefits.
[AGENT][POSITIVE] Oh. Happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Um, 022-52076.
[AGENT][NEUTRAL] OK, let me pull this up. And can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thanks, [PII]. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] All right. Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Alright, and then can I get benefits for an office visit sick?
[AGENT][NEUTRAL] Oh yeah, let's take a look here. So we're the members secondary insurance. It does cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] Their outpatient benefits on this are calendar year and it looks like that amount is 4800.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, you said deductible and coinsurance you cover?
[AGENT][NEUTRAL] Mhm. Deductible, co-pay, and co-insurance, yes.
[CUSTOMER][NEUTRAL] OK, OK, alright, that is all I needed if I can just get a uh reference number and that's it then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely. So call reference [PII] is my name with my last initial in today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.