AccountId: 011433970860
ContactId: ab7ba1b2-948f-40dd-a606-81c0f4a9e921
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118760 ms
Total Talk Time (AGENT): 40448 ms
Total Talk Time (CUSTOMER): 45660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ab7ba1b2-948f-40dd-a606-81c0f4a9e921_20250429T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with the provider's office. I was just hoping to get um eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] I do [PII] and I'm sorry if it's difficult to hear me um it's hailing currently where I am.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] It does sound loud. That's that's not fun. Oh gosh.
[CUSTOMER][NEUTRAL] Yeah, no, ma'am.
[AGENT][NEUTRAL] OK, uh, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do 02506284.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] It is, yes, ma'am.
[AGENT][NEUTRAL] I guarantee of payment, it's a basic outline of the policy.
[AGENT][NEUTRAL] Is that pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policies effective [PII] currently active.
[AGENT][NEUTRAL] Uh, for his outpatient benefit, he has a $7500 per covered person per calendar year benefit.
[CUSTOMER][NEUTRAL] OK, and is there any accumulations on that?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't show anything's been accumulated.
[CUSTOMER][NEUTRAL] OK, and that only covers other office, other office.
[CUSTOMER][NEUTRAL] Let me rephrase this, it does not cover the office visit, it's other services correct? that are outpatient?
[AGENT][POSITIVE] That is correct. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you [PII] for your time have a good one.
[AGENT][POSITIVE] OK, thanks for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.