AccountId: 011433970860
ContactId: a3d94df8-d163-4618-b4c1-cafe5ff9f19d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105940 ms
Total Talk Time (AGENT): 44968 ms
Total Talk Time (CUSTOMER): 33741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a3d94df8-d163-4618-b4c1-cafe5ff9f19d_20250429T15:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02073860M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, for outpatient please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever their primary applies to their deductible co-pay or co-insurance, we'll pay up to $500 per calendar day for outpatient.
[CUSTOMER][NEUTRAL] You said it's $500 per day, correct, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] Excellent. All right, that was actually all I needed thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye bye.