AccountId: 011433970860
ContactId: b2e34b44-3b39-4b83-b96c-6c85d387641b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146619 ms
Total Talk Time (AGENT): 52395 ms
Total Talk Time (CUSTOMER): 43689 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b2e34b44-3b39-4b83-b96c-6c85d387641b_20250303T15:01_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling for eligibility and outpatient benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, yes, [PII], [PII].
[AGENT][NEUTRAL] [PII], what is the policy number that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Um, that is 02419336.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, outpatient hospital.
[AGENT][NEUTRAL] So let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 2,556,440.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] This member has outpatient benefits?
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] Of $8700 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage. And what was your name? I apologize.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you [PII]. You were calling to verify outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes. And also, has anything been used towards that 8700?
[AGENT][NEUTRAL] No, ma'am, she has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you and can I get a reference number for this phone call?
[AGENT][NEUTRAL] [PII], unfortunately, we don't provide those. You can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.