AccountId: 011433970860
ContactId: 9524b19a-167c-4a35-beab-fc098f00ed1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126830 ms
Total Talk Time (AGENT): 60247 ms
Total Talk Time (CUSTOMER): 35430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/9524b19a-167c-4a35-beab-fc098f00ed1b_20250409T13:03_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'm calling to see benefits for patients gas insurance, please.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your call your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII], callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is that policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] It's 02266030.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, kid. So let me give you the correct policy number because that policy number you provided is terminated.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Her policy number is 2556451 and this policy has been active since [PII] and it's currently active. OK, you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's for an outpatient facility.
[AGENT][NEUTRAL] She has outpatient benefits of $8700 per calendar year.
[AGENT][NEUTRAL] And this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. Has she used any of that yet or no?
[AGENT][NEUTRAL] She has utilized $35 of her benefits for [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Uh, no, that was all. Thank you so much. Is there a reference number or is that just the, the date and time?
[AGENT][NEUTRAL] My name in today's date is [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.