AccountId: 011433970860
ContactId: 8ee3269f-d9cc-4415-862a-9039d7ef8c1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160660 ms
Total Talk Time (AGENT): 83871 ms
Total Talk Time (CUSTOMER): 56314 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8ee3269f-d9cc-4415-862a-9039d7ef8c1e_20250312T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to do benefits and eligibility for a patient, please.
[AGENT][POSITIVE] Hey, I can help you with your name.
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] Spell that for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] EIA Rea.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is this for service in an office setting or outpatient facility hospital?
[CUSTOMER][NEUTRAL] Um, outpatient facility Hospital.
[AGENT][NEUTRAL] Thank you. What's the policy number?
[CUSTOMER][NEUTRAL] It is 01978560.
[CUSTOMER][NEUTRAL] M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information for me, [PII]. So we're checking eligibility in outpatient facility. I show the effective date is [PII].
[AGENT][NEUTRAL] And I have the outpatient benefit for you. I'm showing that to be up to $7350.
[AGENT][NEUTRAL] It's a per calendar year benefit.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment. Currently of that amount. I don't show any used. And did you have any other questions I could help out with today, [PII]?
[CUSTOMER][NEUTRAL] Um, can you please repeat that again? I'm so sorry. I lost you and I didn't hear what you said.
[AGENT][NEUTRAL] OK, so can you not hear me?
[CUSTOMER][NEUTRAL] I can hear you now.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $7350. That's per calendar year, none of that has been used at this time.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment, and did you get the effective date?
[CUSTOMER][NEUTRAL] Um, yes, I did.
[AGENT][NEUTRAL] OK. Did you have any other questions?
[CUSTOMER][NEUTRAL] No. Can I get a name for the ref uh as a reference for the call, please?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial of my last name is [PII] and anything else?
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.