AccountId: 011433970860
ContactId: 858563b1-3b8d-40f2-9861-c54e4e1b70bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182729 ms
Total Talk Time (AGENT): 82470 ms
Total Talk Time (CUSTOMER): 71755 ms
Interruptions: 2
Overall Sentiment: AGENT=3.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/858563b1-3b8d-40f2-9861-c54e4e1b70bb_20250129T16:14_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi [PII], uh, this is [PII]. How are you doing today? Thank you.
[AGENT][POSITIVE] Oh, I'm doing so wonderful Miss [PII] how are you?
[CUSTOMER][POSITIVE] Hey, I'm doing well, thank you for asking. Um, I just need to obtain benefits and eligibility for one of my patients. Can you help me with that please?
[AGENT][NEUTRAL] Yeah, absolutely, and you said um just eligibility or eligibility and benefits?
[CUSTOMER][NEUTRAL] Eligibility and benefits, please. I'm looking for outpatient benefits.
[AGENT][POSITIVE] Outpatient, you bet you and I can definitely help you with that today. Can I have a good call back number though real quick?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] I appreciate that thank you and the member's ID number?
[CUSTOMER][NEUTRAL] Uh, member ID is 1426647 the letter M like Mary, L like Larry, and the number 8 at the end.
[AGENT][POSITIVE] Thank you I appreciate that.
[CUSTOMER][POSITIVE] Good morning, how are you doing?
[CUSTOMER][NEUTRAL] Um.
[AGENT][POSITIVE] And perfect I appreciate your patience. If you could verify your member's first and last name and date of birth for me please.
[CUSTOMER][NEUTRAL] Yes, ma'am. Can you say it again?
[AGENT][NEUTRAL] Oh, I'm sorry, if you could verify for me your member's first and last name and date of birth, please.
[CUSTOMER][NEUTRAL] OK, I'm sorry, can you say it again? I don't know why I can't hear you well.
[AGENT][NEUTRAL] No, that's OK. I'm so sorry about that. Would you be able to verify your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] Thank you very much. I do see [PII] here. She is current and active with an effective date of [PII].
[AGENT][POSITIVE] And I'm gonna pull up those benefits for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking, I'm looking for an outpatient benefits.
[AGENT][NEUTRAL] Perfect. I do wanna let you know any benefits I give over the phone, um, it's just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Um, I do show that she has an outpatient calendar year maximum of $2000 per calendar year.
[CUSTOMER][NEUTRAL] Per calendar year, perfect. May I have your name and a reference number for this call, please?
[AGENT][NEUTRAL] You betcha. It's [PII], and the reference number is my name in today's date.
[CUSTOMER][NEUTRAL] I'm sorry, your name is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I thank you, [PII]. You have a wonderful day. Thank you for helping me out. Bye bye. Bye bye.
[AGENT][POSITIVE] You too thank you thanks for calling APL. Take care bye.