AccountId: 011433970860
ContactId: 80430af4-3bda-4e89-a843-f512094f4f7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188350 ms
Total Talk Time (AGENT): 81031 ms
Total Talk Time (CUSTOMER): 38982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/80430af4-3bda-4e89-a843-f512094f4f7e_20250312T13:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to check um eligibility for a member, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 16596005.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, actually, this policy canceled 125-23. Let me see if she has another active policy. Hold on one moment.
[AGENT][NEUTRAL] OK, she does have another policy. That policy number is 02.
[AGENT][NEUTRAL] 497632
[AGENT][NEUTRAL] And you were wanting, was it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, I can look that up for you. Outpatient, this effective date was [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only, we'll pick up up to $7900 per calendar year for outpatient.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much and may I just have, sorry, may I just have a reference number to this call?
[AGENT][POSITIVE] Thank you, [PII]
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and just to repeat the policy number, the new one is 02497632?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][POSITIVE] Thank you so.
[AGENT][POSITIVE] Thank you.