AccountId: 011433970860
ContactId: af5801b3-c1d5-472d-8cc9-37a33b876837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112559 ms
Total Talk Time (AGENT): 47887 ms
Total Talk Time (CUSTOMER): 27958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/af5801b3-c1d5-472d-8cc9-37a33b876837_20250207T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility innovation please.
[AGENT][POSITIVE] All right, [PII], I'm happy to help. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02337128
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect. And [PII], what about the outpatient benefit? What is it, please?
[AGENT][NEUTRAL] Oh yeah, let's take a look one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So the patient's plan, it looks like outpatient benefit max is for the calendar year which is $1000.
[CUSTOMER][NEUTRAL] And do you know how much they've used as of yet?
[AGENT][NEUTRAL] I can check that for you. Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, looks like patient has the full amount still to use for the year.
[CUSTOMER][POSITIVE] Perfect. That was all I needed, [PII]. Thank you so much for your help though and have a wonderful day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Goodbye.