AccountId: 011433970860
ContactId: 99cd9313-c8a8-4910-a71f-55a63c206fb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136679 ms
Total Talk Time (AGENT): 69812 ms
Total Talk Time (CUSTOMER): 50940 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/99cd9313-c8a8-4910-a71f-55a63c206fb7_20250224T17:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from [PII]. I'm trying to find eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, sir. And can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said you were calling from [PII]. I didn't catch the second part.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII] Hands center.
[AGENT][POSITIVE] Hand center. OK. Thank you, sir.
[CUSTOMER][POSITIVE] Oh Jesus hand yeah hand.
[AGENT][NEUTRAL] Yes, sir. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII], and their policy number is 025.
[CUSTOMER][NEUTRAL] 21,540 sorry MLB.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Oh Jesus.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, does he, does it cover his copay?
[AGENT][NEUTRAL] Uh, and this is just to verify his coverage. It's not a guarantee of payment. This is a supplemental gap insurance that does help with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And he has an outpatient per calendar day benefit amount of $1000.
[CUSTOMER][NEUTRAL] OK, so it covers up to $1000 or he has a deductible of $1000?
[AGENT][NEUTRAL] No, that covers up to $1000 for
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][POSITIVE] Perfect, beautiful. OK, that's all I need to know.
[AGENT][POSITIVE] That's the benefit.
[AGENT][POSITIVE] OK. Well, you have a good day, [PII].
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] Thank you, you have a great day.
[AGENT][POSITIVE] You're welcome. I hope, yes, I hope you feel better. Thanks for calling APL. You're welcome, sir. Bye bye.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Thank you bye bye.