AccountId: 011433970860
ContactId: 95186b23-a273-4b0e-a695-0d0939697a34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107379 ms
Total Talk Time (AGENT): 51031 ms
Total Talk Time (CUSTOMER): 36860 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/95186b23-a273-4b0e-a695-0d0939697a34_20250620T19:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Yes, hi, my name is [PII], and I'm calling to get eligibility and benefits on a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on eligibility and benefits. What is the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 68,770
[AGENT][NEUTRAL] Thank you. And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I know these are benefits only for like outpatient procedures and surgeries.
[AGENT][NEUTRAL] Mhm, it's a secondary plan, so it covers their deductible co-pay, co-insurance from the primary.
[CUSTOMER][NEUTRAL] Is there an amount that the plan pays?
[AGENT][NEUTRAL] Yeah, let me give you that. So for their outpatient, it looks like their benefit max on here is gonna be 2550.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And have they used towards that?
[AGENT][NEUTRAL] Um, let's see, they've only used $24.84.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Got it
[CUSTOMER][NEUTRAL] All right, that's all I needed to know for today. Let me go ahead and get a reference number please.
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][POSITIVE] Got it. Alrighty then well thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][NEUTRAL] Bye bye.