AccountId: 011433970860
ContactId: 992bb48c-a8c1-485d-b295-ca107afa1411
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218039 ms
Total Talk Time (AGENT): 90987 ms
Total Talk Time (CUSTOMER): 68873 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/992bb48c-a8c1-485d-b295-ca107afa1411_20250506T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm checking eligibility status.
[AGENT][NEUTRAL] Need to check on eligibility.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] All right. May I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 255-079-3
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, just a minute.
[CUSTOMER][NEUTRAL] Patient first name is
[CUSTOMER][NEUTRAL] [PII] dealer. Last name is [PII]. My date of birth is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] We're the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you, uh.
[CUSTOMER][NEUTRAL] Uh, may I know your pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. May I know your mailing address to submit client?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can you provide a fax number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 942-3, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, checking authorization is needed or not needed for this patient.
[AGENT][NEUTRAL] Pre-op is not needed.
[CUSTOMER][NEUTRAL] Visit limit?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Visit limit?
[AGENT][NEUTRAL] Uh, there's not a visit limit. There's an outpatient benefit max amount and an inpatient. So the inpatient benefit max for the calendar year is 9000.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And it's the same for outpatient as well.
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] Outpatient benefit max for the year is 9000.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. May, can you spell your first name and last name slowly?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My last name initial is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, may I know you have a contact number?
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] OK. Thank you, sir. Have a nice day. Bye-bye. Take care.
[AGENT][NEUTRAL] You too bye bye.