AccountId: 011433970860
ContactId: 9ad39fd9-e7ad-4f8a-8716-bb648e7e9b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228699 ms
Total Talk Time (AGENT): 40080 ms
Total Talk Time (CUSTOMER): 79472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/9ad39fd9-e7ad-4f8a-8716-bb648e7e9b99_20250408T12:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I can't really hear you that well.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII], I hear you very muffled and far away.
[AGENT][NEUTRAL] I'm not sure what
[AGENT][NEUTRAL] But I'm on a headset.
[AGENT][NEUTRAL] Are you able to hear me clearly
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like the car
[CUSTOMER][POSITIVE] Uh, no, but I can, I think we can manage. Um, I'm calling to get eligibility and benefits for two different sorry, outpatient benefits for two different patients.
[AGENT][NEUTRAL] The name to call back up
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII], option 2.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the first
[CUSTOMER][NEUTRAL] 224-047-1
[AGENT][NEUTRAL] verify the date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of how
[CUSTOMER][NEUTRAL] OK, that was 7900?
[AGENT][NEUTRAL] very
[CUSTOMER][NEUTRAL] OK, is there anything that towards out of pocket?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Deductible insurance. She don't have a deductible copay insurance here, but she has not utilized it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me just go ahead um.
[CUSTOMER][NEUTRAL] OK, um, so I have another patient, but is the reference number gonna be the same per patient or different?
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK. So, let me go ahead and give you um
[AGENT][NEUTRAL] spaces and houses.
[AGENT][NEUTRAL] Why
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] The next policy number is.
[CUSTOMER][NEUTRAL] 02518720
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, sorry, date of birth is [PII].
[AGENT][NEUTRAL] Yes, thank you. This policy has been acted since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 10 $0 per calendar day.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect thank you um so much and I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling
[CUSTOMER][POSITIVE] Thank you you too bye bye.