AccountId: 011433970860
ContactId: abca0c85-0a2f-4fdf-803e-3bfe9093f3ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137270 ms
Total Talk Time (AGENT): 72710 ms
Total Talk Time (CUSTOMER): 39989 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/2025/02/03/abca0c85-0a2f-4fdf-803e-3bfe9093f3ac_20250203T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to get benefits and eligibility and patient please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Diagnostic Center in [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oops sorry, her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's her policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02450098 M like Mary L like Larry number 8.
[AGENT][POSITIVE] Thank you and let me pull that in for us real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to her primary. It helps with deductible co-pay and co-insurance. She has an inpatient benefit amount per occurrence of $2000 and then she has an outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Per calendar day benefit amount of $750.
[CUSTOMER][NEUTRAL] OK, so for the outpatient it's 750 per day.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect [PII] that was actually all I needed thank you so much for your help though [PII] and have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too [PII] thank you for calling APL you have a good week bye bye ma'am.
[CUSTOMER][NEUTRAL] You too goodbye.