AccountId: 011433970860
ContactId: 8788d8fd-7027-462a-9137-3c0b16381f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165960 ms
Total Talk Time (AGENT): 48363 ms
Total Talk Time (CUSTOMER): 65254 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8788d8fd-7027-462a-9137-3c0b16381f44_20250331T16:53_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 here from Eminent Health Primary Care. I'm trying to, um, get eligibility status and a co-pay amount for patients visit today.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Do you have a patient policy number?
[CUSTOMER][NEUTRAL] Policy number is 02567162.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], so it's [PII]. Last name is [PII]. First name [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, this is not a guarantee of payment. It's a basic outline of her policy. I show she's active and effective [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK, and then she's current right now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, she's currently active and is this for like a specialist office visit or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We are a primary care clinic we're an outpatient clinic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] be
[AGENT][NEUTRAL] Um, so this is like a supplemental policy, and she has a $75 benefit for outpatient visits.
[CUSTOMER][NEUTRAL] $75 so her co-pay with today would be $75.
[AGENT][NEGATIVE] No, that's what it pays.
[AGENT][POSITIVE] That's the maximum benefit, yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, I'll go ahead and let you know.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that's all. Can I, oh, actually, can I have a reference number for this call?
[AGENT][NEUTRAL] Uh, it's my first name, [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.