AccountId: 011433970860
ContactId: 9252d9d0-0b75-4918-a0f9-9c51f0bfb9c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138270 ms
Total Talk Time (AGENT): 73988 ms
Total Talk Time (CUSTOMER): 49582 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9252d9d0-0b75-4918-a0f9-9c51f0bfb9c7_20250205T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with a provider's office. I need to check benefits on a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits today. And I'm sorry, what was your name?
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] That would be [PII]
[AGENT][POSITIVE] Oh, I, uh, thank you, [PII]. I apologize, the phone broke up. And what is the policy number? It would be my pleasure to assist you.
[CUSTOMER][POSITIVE] You're welcome. Gosh, OK.
[CUSTOMER][NEUTRAL] 02295815 ML 8.
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the the patient's name and date of birth? I apologize.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I can help you with that eligibility. Her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] I need to know if she has um uh used any of the out of pocket, the 3500 that she had available at the beginning of the year.
[AGENT][NEUTRAL] For outpatient?
[CUSTOMER][NEUTRAL] Yeah, she's gonna have an outpatient surgery.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking that for you.
[AGENT][NEUTRAL] [PII], as of right now, she has the full benefit remaining.
[CUSTOMER][POSITIVE] Still remaining perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, it's going to be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII].
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] Thank you for calling APL [PII]. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.