AccountId: 011433970860
ContactId: b56f285a-c84b-46a0-9629-6e6a7ababbf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253679 ms
Total Talk Time (AGENT): 94828 ms
Total Talk Time (CUSTOMER): 69136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b56f285a-c84b-46a0-9629-6e6a7ababbf0_20250617T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] Number I have on file is 60801.
[AGENT][NEUTRAL] So that's our electronic payer ID. Um, do you have a copy of the ID card available?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't have a copy of the card, no, that was the number she gave.
[AGENT][NEUTRAL] OK, um, I can search with.
[CUSTOMER][NEUTRAL] Oh, I have 80127.
[CUSTOMER][NEUTRAL] I don't know if that would
[AGENT][NEUTRAL] OK, I can search with the member's first and last name or social if you have it.
[CUSTOMER][NEUTRAL] Obviously whoever
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I do not have their social, but I do have the first and last name, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh first name is [PII], just one C and last name is [PII] at the end.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was [PII] for the first name?
[AGENT][NEUTRAL] Here she is.
[CUSTOMER][POSITIVE] Yes, [PII], yes.
[AGENT][NEUTRAL] Alright, I believe I just found it. It's coming up now. Hold on one moment.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify her date of birth for me, please?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy number is 260.
[AGENT][NEUTRAL] 69
[AGENT][NEUTRAL] 54.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Did you need the effective date?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, yes, actually I was gonna ask you when is it active?
[AGENT][NEUTRAL] The policy has been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits
[CUSTOMER][POSITIVE] Perfect and she's coming in for an outpatient procedure? Sorry about that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the policy will pay up to $8700 per calendar year for outpatient expenses. Did you want me to see if any has been used for the year?
[CUSTOMER][POSITIVE] Yes please and if we could.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So she has, let me get a total hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she's used $1,425.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 2 cents
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And let me see what she has left.
[AGENT][NEUTRAL] $7,274.98 for the rest of the year.
[CUSTOMER][POSITIVE] OK perfect that was actually all I needed [PII] thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] You're welcome. You also, [PII], thanks for calling APL. Hope you have a good day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too goodbye.