AccountId: 011433970860
ContactId: 7eafd038-13f3-4c16-aa66-16df244db5af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101379 ms
Total Talk Time (AGENT): 55065 ms
Total Talk Time (CUSTOMER): 26531 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7eafd038-13f3-4c16-aa66-16df244db5af_20250306T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] All right, [PII]. I'm happy to check on benefits and eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] ID number I have on file is 1557686.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date for them is going to be [PII] for the member's secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and uh for outpatient benefits, what kind of benefit is that?
[AGENT][NEUTRAL] Let's see, patient plan looks like outpatient benefit max is per occurrence, which is $500.
[CUSTOMER][NEUTRAL] OK perfect and so your name was again?
[AGENT][NEUTRAL] My name is [PII], that's [PII], and that's the call reference with today's date.
[CUSTOMER][POSITIVE] Perfect thank you sir so much for your help. Have a wonderful day.
[AGENT][POSITIVE] You're welcome you too, [PII] bye bye.