AccountId: 011433970860
ContactId: ba09077d-c690-4efb-89b0-b82be4641894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175919 ms
Total Talk Time (AGENT): 70822 ms
Total Talk Time (CUSTOMER): 62688 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ba09077d-c690-4efb-89b0-b82be4641894_20250401T15:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I was just calling to verify patients eligibility and benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] It's gonna be [PII] callback number is gonna be [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, do you have the policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's gonna be 186-878-2.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] on the front
[CUSTOMER][NEUTRAL] The girls are all aware.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy.
[CUSTOMER][NEGATIVE] I don't like those.
[AGENT][NEUTRAL] Uh, let's see, so she is active and effective [PII].
[AGENT][NEUTRAL] And did you say outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, yes, outpatient and um.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get her policy pulled up.
[AGENT][NEUTRAL] OK, it looks like for her policy, she has a $2550 calendar year benefit.
[AGENT][NEUTRAL] And office visits themselves aren't covered, but any kind of treatment or procedures performed in the office would be payable under that benefit.
[CUSTOMER][NEUTRAL] How much was it you said 2000?
[AGENT][NEUTRAL] How much?
[AGENT][NEUTRAL] Uh, 2550.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And how much does she have accumulated towards that already?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, I don't show she's used anything so far.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and is there a reference number to this call?
[AGENT][NEUTRAL] Uh, reference number is just my first name, [PII]. First initial last name is [PII], and today's date. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] That's gonna be it. Thank you, bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Likewise.