AccountId: 011433970860
ContactId: 95453090-0453-4a7e-a5cf-b7169ee84781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166000 ms
Total Talk Time (AGENT): 60036 ms
Total Talk Time (CUSTOMER): 47777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/95453090-0453-4a7e-a5cf-b7169ee84781_20250603T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a doctor's office. Uh, mutual patient just gave me, um, her information. Just want to confirm the eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] callback number it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, she told me it was 02634125.
[AGENT][NEUTRAL] It was 026.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, it looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, does it cover her deductibles?
[AGENT][NEUTRAL] Um, let me pull up the benefits.
[AGENT][NEUTRAL] Is this gonna be for outpatient services?
[CUSTOMER][NEUTRAL] Yeah, outpatient mhm.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, so this is a secondary policy. It'll pick up after primary processes the um claim and looks like.
[AGENT][NEUTRAL] For this patient benefit, she has $4000 per covered person per calendar year payable.
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] How do you spell [PII]?
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] And then uh you said it was [PII] and then you said your last initial [PII]
[AGENT][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then you said today's date?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right, sounds good thank you so much [PII] appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.