AccountId: 011433970860
ContactId: 85ab413a-425b-42a4-84c3-42fde847917a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165649 ms
Total Talk Time (AGENT): 61208 ms
Total Talk Time (CUSTOMER): 90438 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/85ab413a-425b-42a4-84c3-42fde847917a_20250508T15:53_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? My name is [PII]. I'm trying to uh verify eligibility and benefits for a member.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your spelling of your name and a callback number?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], which is [PII] at the end. Callback number is [PII].
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] Thank you Era. And what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Uh, that, yeah, let's see what we have here for you. Give me one second here. Uh, let's see, it looks like it's 02510854.
[CUSTOMER][POSITIVE] What was your name again and spelling that you'd be so kind?
[AGENT][NEUTRAL] [PII], and today's date is the reference.
[CUSTOMER][POSITIVE] Beautiful appreciate [PII]. You guys use you use initials too? Do you use initials to last names as well or no?
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Beautiful appreciate very, very much.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, have a [PII] at the end, [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits and eligibility for [PII], correct?
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Sorry for what? I'm sorry. You're saying for what?
[AGENT][NEUTRAL] Calling to verify benefits and eligibility for [PII], correct?
[CUSTOMER][POSITIVE] Yes, for [PII], yes, yes, yes. This will be for uh outpatient, outpatient, yeah, outpatient hospital benefits. Uh-huh, thank you.
[AGENT][NEUTRAL] Is it for inpatient or outpatient?
[AGENT][NEUTRAL] She has outpatient benefits of $3500 per calendar year.
[CUSTOMER][POSITIVE] Be so kind.
[AGENT][NEUTRAL] And this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and her policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] active beautiful, got it. Coverage is 3500 and.
[AGENT][NEGATIVE] And she has not utilized any of her benefits.
[CUSTOMER][NEUTRAL] That that no thank you. That's my next question. OK. Nothing used. OK, great. Awesome active as of that, uh, beautiful, and this is APL. Alright. And then your reference number would be Shila R and then May 8th 2025. That would be correct as well?
[AGENT][POSITIVE] Yes, that is correct. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Uh, no, you've been very kind. I appreciate your help. I wish you a wonderful day, OK?
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] OK, bye bye Shea.