AccountId: 011433970860
ContactId: a36b0da7-0497-4e46-9df4-bcba36864d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159740 ms
Total Talk Time (AGENT): 71939 ms
Total Talk Time (CUSTOMER): 59746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a36b0da7-0497-4e46-9df4-bcba36864d62_20250131T20:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. Yes, my name is [PII] Last name initial [PII]. I'm just calling to get a patient's um eligibility and benefit information, and I'm sorry, uh, could you repeat your name for me, please?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] and I can help you with eligibility and benefits. Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Last name is spelled [PII]
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 01531262 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me go ahead and pull up that policy for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active posse and the effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify the coverage. It's not a guarantee of payment. This is a supplemental insurance policy and it is billed secondary to the primary. It helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They have an inpatient benefit amount of $3000 and an outpatient per calendar day amount of $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so $500 per calendar day for outpatient.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Um, so does that mean each day she can do 500?
[AGENT][NEUTRAL] Right, to go towards deductible, co-pay or insurance.
[CUSTOMER][NEUTRAL] OK, perfect. Can I just have a reference number for our call, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help [PII] have a good one bye bye.
[AGENT][POSITIVE] You too [PII] thank you have a great weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.