AccountId: 011433970860
ContactId: a0755877-66f8-455d-874a-d079e198eee9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104989 ms
Total Talk Time (AGENT): 47659 ms
Total Talk Time (CUSTOMER): 37181 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a0755877-66f8-455d-874a-d079e198eee9_20250203T16:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Bal patient services to see the benefits for patients.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number of the member?
[CUSTOMER][NEUTRAL] Um, I have 971-141.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you and I apologize. What was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You're calling to verify outpatient inpatient office visits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active. This member has outpatient benefits of $4250 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. That's a good policy.
[CUSTOMER][NEUTRAL] OK, perfect. Um, has this patient used any of the
[AGENT][NEUTRAL] It's per calendar day, per day, per calendar day. Mhm.
[CUSTOMER][NEUTRAL] The benefits?
[CUSTOMER][NEUTRAL] Oh, per day, per day.
[CUSTOMER][POSITIVE] OK, perfect, perfect. All right, perfect. Thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks, bye.