AccountId: 011433970860
ContactId: 89dd4b70-68cb-4612-a931-034acd35c21c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168139 ms
Total Talk Time (AGENT): 87981 ms
Total Talk Time (CUSTOMER): 63088 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/89dd4b70-68cb-4612-a931-034acd35c21c_20250421T13:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling for eligibility for my uh patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] And callback number is [PII].
[AGENT][NEUTRAL] And mail, what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] 1452971, M as in Mary, L as in load, and number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh, date of birth is [PII], [PII].
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] I would have spelled it, honestly me.
[AGENT][NEUTRAL] But I got it. And you call to verify benefits and eligibility, uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was trying to be nice.
[AGENT][NEUTRAL] Maybe, yes, I definitely would have felt it. It look like [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When you look like you got the first name right, but I don't know about that.
[AGENT][NEGATIVE] I ain't even try to.
[CUSTOMER][NEUTRAL] Yeah, the last name is [PII]. There you go.
[AGENT][NEUTRAL] He though. He of the little bit that's why I say look like hurt uh no like it hurt though.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEGATIVE] I'm gonna use that name. My my uh supervisor say something I said, but it hurt though, like.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] he heard it though. So like my little [PII] niece he heard it though.
[CUSTOMER][NEUTRAL] Lord, have [PII].
[AGENT][NEUTRAL] You call to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, she is outpatient hospital coming in for an MRI and a CAT scan.
[AGENT][NEUTRAL] Uh, this policy has been active since [PII] and is currently active, and she has outpatient benefits of $5000 per calendar year and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] And see how much you utilized this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's utilized $195 of her benefits. Is there anything else that I can assist you with today, ma'am?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You did say your name was [PII], right?
[CUSTOMER][NEUTRAL] Yes, um, I didn't catch your, your first name. Yes.
[AGENT][NEUTRAL] [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] OK. All [PII]. All right, you have a good day.
[AGENT][POSITIVE] You do the same. Thanks for the laugh this morning.
[CUSTOMER][POSITIVE] No, no problem. All right.
[AGENT][POSITIVE] Thanks for calling APL. Goodbye.