AccountId: 011433970860
ContactId: 7ca7f801-d902-42ca-9f74-898187cc0283
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278380 ms
Total Talk Time (AGENT): 66269 ms
Total Talk Time (CUSTOMER): 88537 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/7ca7f801-d902-42ca-9f74-898187cc0283_20250417T12:32_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi how are you? Yes, I'm tracking um patient eligibility for a outpatient service center.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I last name [PII]. I am a.
[CUSTOMER][NEUTRAL] A rep for the per, no rep, sorry, rep um registration. Um what, sorry, um so the patient name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that's 02 sorry 22392.
[AGENT][NEUTRAL] You have a copy of the card?
[CUSTOMER][NEUTRAL] Um, no, he doesn't have the card with him. He had it on his phone, so I just wrote that information, but let me get, um.
[CUSTOMER][NEUTRAL] Because I also have one that says for outpatient which is the 02560300 [PII], is that the one maybe?
[AGENT][NEUTRAL] OK, that, that's the policy number. Give me one second.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] You're here, you're here for that.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, so he's a dependent on the policy. That is the correct policy number. What's the patient's date of birth?
[CUSTOMER][NEUTRAL] The patient date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're verifying eligibility, did you need benefit information as well?
[CUSTOMER][NEUTRAL] Yeah, just to see if he has used any of his benefits this year.
[AGENT][NEUTRAL] Is this in office or outpatient?
[CUSTOMER][NEUTRAL] Or outpatient service.
[AGENT][NEUTRAL] OK, so the effective date is [PII].
[AGENT][NEUTRAL] Uh, policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't show any of the outpatient benefit used. Did you want the outpatient benefit or you just wanted to know if any of it has been used?
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Both to see how much benefits he has and if he has used any or any any um benefits as well for the remaining year.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $1500 per calendar year and this information is verification, not a guarantee of payment, um, nothing has been used at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK perfect can I have a reference number please?
[AGENT][NEUTRAL] My name in today's date, [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] OK, can you spell your name again? We got cut off a little bit. I'm sorry.
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][NEUTRAL] [PII] sorry, [PII], correct?
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][POSITIVE] OK perfect time perfect thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.