AccountId: 011433970860
ContactId: 9f7bba7f-e98e-40e3-afd0-8305ce6b96ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202309 ms
Total Talk Time (AGENT): 79732 ms
Total Talk Time (CUSTOMER): 80268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9f7bba7f-e98e-40e3-afd0-8305ce6b96ab_20250317T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I need benefits and eligibility on a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Um, can I please get your call back number and the name of the facility.
[CUSTOMER][NEUTRAL] It's [PII]. And then I'm calling from um Bye-bye.
[CUSTOMER][NEUTRAL] Uh, let me see what facility is this one. We have so many, um, one second, this is Glen, I think it's family. This is the breastfeeding center by MUSC.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, breastfeeding center by MUSE.
[AGENT][NEUTRAL] Thank you. And then the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII].
[CUSTOMER][NEUTRAL] One, it's [PII], so one, I don't know, how do you say it, but anyways. And then date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the ID number will be 02588946.
[AGENT][NEUTRAL] OK, let me look at that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's guarantee of payment. This is a supplemental insurance policy that is billed secondary to the primary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit of $4000 per calendar year. She also has an outpatient amount per calendar day of $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. So this is, OK. Thank you for that information, [PII]. Can I, do you mind providing me with the reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No ma'am, not at all. You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Well, how do you spell it, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I was calling you [PII]. I'm sorry, [PII]. So [PII], OK. Thank you so.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're very welcome Miss [PII]. I hope you have a beautiful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Likewise.
[AGENT][NEUTRAL] Bye, ma'am
[CUSTOMER][NEUTRAL] Bye bye.