AccountId: 011433970860
ContactId: a6b49be2-c82f-4b42-a8b7-67d07145b785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138720 ms
Total Talk Time (AGENT): 64570 ms
Total Talk Time (CUSTOMER): 27141 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a6b49be2-c82f-4b42-a8b7-67d07145b785_20250328T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm calling to get eligibility and benefits on the patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name please? I'm sorry I can't help you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much [PII] and your call back number as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] It is 1451412.
[AGENT][NEUTRAL] OK, I have that as 1451412.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much and you want eligibility and benefits would this be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, I can certainly help with that. Now the member shows effective as of [PII]. Policy shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $1000 for the calendar year.
[CUSTOMER][NEUTRAL] OK, has he made anything on it?
[AGENT][NEUTRAL] Let me check that for you, [PII], one moment.
[AGENT][NEUTRAL] Yes, for [PII], the member has accumulated $280.20.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 47 1980 left.
[AGENT][NEUTRAL] Currently that is correct excuse me.
[CUSTOMER][NEUTRAL] Can I get a um reference number please?
[AGENT][NEUTRAL] We do not use the reference numbers. [PII]. You can use my name [PII] last initial is [PII] and today's date. And anything else that I may help you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good weekend bye.
[CUSTOMER][NEUTRAL] You too bye bye.