AccountId: 011433970860
ContactId: b80812ae-8939-4b9e-9686-65a852c741e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141070 ms
Total Talk Time (AGENT): 76692 ms
Total Talk Time (CUSTOMER): 28052 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b80812ae-8939-4b9e-9686-65a852c741e1_20250117T15:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of the hospital trying to verify a member's eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] It's 02389384.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify.
[AGENT][NEUTRAL] Her coverage it's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary, and it helps with deductible, co-pay and co-insurance, and she has an inpatient calendar year benefit amount of $2500 and she has an outpatient, let me see if she's got outpatient, let me check real quick.
[AGENT][NEUTRAL] She has an outpatient benefit amount of $1000 per calendar year.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, you have a wonderful three-day weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] You're welcome thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].