AccountId: 011433970860
ContactId: a81840ea-fe98-4047-9364-50e5b5b4832d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107980 ms
Total Talk Time (AGENT): 51719 ms
Total Talk Time (CUSTOMER): 25158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a81840ea-fe98-4047-9364-50e5b5b4832d_20250516T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need eligibility and benefits on the patient.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits and eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02518731
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that you needed from it?
[CUSTOMER][NEUTRAL] OK, how
[CUSTOMER][NEUTRAL] How much is it covered for?
[AGENT][NEUTRAL] Um, it looks like there are outpatient benefits on this max for a calendar day, so they have $300 per day.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial and then today's date. My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.