AccountId: 011433970860
ContactId: b6b62918-5000-4f9a-8363-37de66e20280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225220 ms
Total Talk Time (AGENT): 95361 ms
Total Talk Time (CUSTOMER): 71844 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b6b62918-5000-4f9a-8363-37de66e20280_20250409T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to check on uh patient eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with patient eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Absolutely, my name is [PII] and my phone number is [PII].
[AGENT][POSITIVE] Thank you Miss [PII] and then
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Ambulatory diagnostic center.
[AGENT][NEUTRAL] OK, and then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], uh date of birth [PII].
[CUSTOMER][NEUTRAL] And policy number 0214499ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and that policy number was 0214499ML8.
[CUSTOMER][NEUTRAL] 8, yeah.
[AGENT][NEUTRAL] OK, we're missing.
[AGENT][NEUTRAL] Excuse me, a digit on that policy number?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 02184499 ML 8.
[AGENT][POSITIVE] OK, thank you. Let's try it that way with the 8 in there.
[CUSTOMER][NEUTRAL] 21.
[AGENT][NEUTRAL] OK, I've got it pulled up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. I do show that [PII] does have an.
[AGENT][NEUTRAL] And his effective date is [PII].
[CUSTOMER][NEUTRAL] [PII], can I get the benefits?
[AGENT][NEUTRAL] Yes ma'am and this is just to verify benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] This is a supplement insurance policy.
[AGENT][NEUTRAL] That's billed secondary to the primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay and co-insurance. He has an inpatient benefit amount of $1000 per calendar year, and then he has an outpatient benefit amount per calendar day of $500.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And he has me anything?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Nothing has been met for the year of [PII].
[CUSTOMER][POSITIVE] Thank you so much. Can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], and today's date.
[CUSTOMER][NEUTRAL] It's 49 2025.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. I hope you have a wonderful day. Is there anything else that I can help with before we go?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. You take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.