AccountId: 011433970860
ContactId: 82222294-6bf9-4122-8be2-6d487af304cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161139 ms
Total Talk Time (AGENT): 71478 ms
Total Talk Time (CUSTOMER): 60280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/82222294-6bf9-4122-8be2-6d487af304cf_20250319T12:25_UTC.wav
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[AGENT][NEUTRAL] You're calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I was calling to check on eligibility benefits for patients.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] How do you pronounce your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, emergency room visits.
[AGENT][NEUTRAL] OK, what
[AGENT][NEUTRAL] Emergency room, so it's ER outpatient, OK, and what is the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] OK, the policy number is 02578804.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you for that information, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name, his last name is [PII], first name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. So we're checking uh eligibility and then emergency room benefit, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I have that information for you. The effective date is [PII]. Uh, the policy, this policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $4000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's also an emergency room deductible or an outpatient deductible.
[AGENT][NEUTRAL] Of $100 per calendar year.
[CUSTOMER][NEUTRAL] 13 year.
[AGENT][NEUTRAL] And any information provided today is verification, not a guarantee of payment. And did you have any other questions I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Do you, can you all fax over benefits?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][NEUTRAL] OK, and you say your name was [PII]. How do you spell that?
[AGENT][NEUTRAL] Mhm you'll use my name in today's date as reference for today's call. [PII].
[AGENT][NEUTRAL] ONYA first initial last name [PII].
[CUSTOMER][NEUTRAL] OK, and today's date, right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, that's all I needed today.
[AGENT][POSITIVE] All right, well, if no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.