AccountId: 011433970860
ContactId: bf25ead2-b90e-46b3-ae03-31eb8556f975
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201309 ms
Total Talk Time (AGENT): 72062 ms
Total Talk Time (CUSTOMER): 55703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bf25ead2-b90e-46b3-ae03-31eb8556f975_20250527T13:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I need to get eligibility and benefits for a mutual patient, please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And how did you pronounce it?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is 02030186, M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, an eligibility.
[AGENT][NEUTRAL] OK, I can give that to you. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whatever their primary applies to their deductible, co-pay or co-insurance will pay up to $2500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Per occurrence.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And um has she made anything towards the 2500?
[AGENT][NEUTRAL] Hold on just a moment, I'll check.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] It depends on
[AGENT][NEUTRAL] Well, we haven't paid anything since 121, 25. Let's see.
[AGENT][NEUTRAL] No, ma'am, she has not.
[CUSTOMER][NEUTRAL] OK perfect and last name [PII], can I just get the reference number for this call please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much my love you're a great help.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you.