AccountId: 011433970860
ContactId: 7b523d8e-5c99-49ec-b6d0-0a4c0756cd2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153600 ms
Total Talk Time (AGENT): 51180 ms
Total Talk Time (CUSTOMER): 63522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7b523d8e-5c99-49ec-b6d0-0a4c0756cd2e_20250402T12:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for Patient Center eligibility and benefits on a recorded line.
[AGENT][NEUTRAL] Can help you [PII], what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. The direct line number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the policy number is 607,290.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] OK. Uh, now, I do have the benefit information, uh, but I just have some specific questions. So can I ask you if you're ready with the information for the member?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me verify the patient and then we can proceed with your questions regarding the benefits. If you can verify patient's name and date of birth please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and your questions?
[CUSTOMER][NEUTRAL] OK. Now, just to confirm, revenue and taxation department is for the group name and group number LA 0565, correct?
[AGENT][NEUTRAL] OK, so you're verifying the group number at this time?
[AGENT][NEUTRAL] Is that what you asked for?
[CUSTOMER][NEUTRAL] A name, yes.
[AGENT][NEUTRAL] LA 0565 revenue and taxation department.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And how much is used out of the annual maximum and deductible by the member till now?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I don't show any of that, uh, any benefits used for [PII].
[CUSTOMER][NEUTRAL] OK. Nothing used out of Max and no deductible even mat, right?
[AGENT][NEUTRAL] There is no claim on file for [PII], so that means that the deductible hasn't been satisfied. The maximum benefit has not been used.
[CUSTOMER][POSITIVE] Hi, [PII], and that was all the information that I was needing. So just can you assist me with the call reference number now. Thank you so much for that information.
[AGENT][NEUTRAL] You're welcome. You'll use my name in today's date as reference for today's call. [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, thank you so much, [PII] for all that help and assistance. You have yourself a wonderful day. Thank you. Bye-bye.
[AGENT][POSITIVE] You too, [PII], have a good day as well bye bye.
[CUSTOMER][NEUTRAL] OK.