AccountId: 011433970860
ContactId: 8b6eb271-c23d-4bde-8e2a-e10411f5c930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222110 ms
Total Talk Time (AGENT): 74015 ms
Total Talk Time (CUSTOMER): 48659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8b6eb271-c23d-4bde-8e2a-e10411f5c930_20250610T12:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. I need to check eligibility and outpatient benefits for the patient, please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] last initial.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm sorry, what was that phone number again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, 02284016.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing outpatient benefits?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you were needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient benefit and eligibility.
[AGENT][NEUTRAL] Hold on one moment, I can give you that.
[AGENT][POSITIVE] I'm so sorry about that.
[AGENT][NEUTRAL] Uh, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy does coordinate with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance, we'll pay up to $1000 per calendar day for outpatients.
[CUSTOMER][NEUTRAL] Oh nice, poor [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Any reference number?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help, OK? I appreciate it.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.