AccountId: 011433970860
ContactId: b14ee813-39a7-48db-ad57-6c59f1018c0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106110 ms
Total Talk Time (AGENT): 48158 ms
Total Talk Time (CUSTOMER): 45666 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b14ee813-39a7-48db-ad57-6c59f1018c0c_20250520T14:39_UTC.wav
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[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Calling uh regarding eligibility in November.
[AGENT][NEUTRAL] All right, I'm happy to check eligibility. What is the patient policy number?
[CUSTOMER][NEUTRAL] 01569895 there's an emergency.
[CUSTOMER][NEUTRAL] I don't think.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient, it is active. The effective date on here is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] OK, and can you tell me the ma?
[AGENT][NEUTRAL] Uh, are we looking for outpatient?
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] This is yeah observation operation.
[AGENT][NEUTRAL] So it looks like their outpatient benefit max is 2500 for the calendar year.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm not showing anything has been used.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Anything else I can check?
[CUSTOMER][NEUTRAL] Can I have the first initial last name if you don't mind?
[AGENT][NEUTRAL] Yeah, absolutely. It's [PII], and my name with today's date would be the call reference.
[CUSTOMER][POSITIVE] Thank you sir have a great day bye bye.
[AGENT][NEUTRAL] You too bye bye.