AccountId: 011433970860
ContactId: c2130683-857d-4af1-9e5c-a5342bf6bf64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177839 ms
Total Talk Time (AGENT): 63881 ms
Total Talk Time (CUSTOMER): 59217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c2130683-857d-4af1-9e5c-a5342bf6bf64_20250609T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, I called you to verify eligibility and outpatient benefits for the patient, please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Do you, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 1407224.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah, uh, let me give you the new policy number. That policy number you gave me is an old one turned back in.
[CUSTOMER][POSITIVE] OK oh OK perfect thank you.
[AGENT][NEUTRAL] It's 255-083-6.
[CUSTOMER][POSITIVE] So, OK, perfect. 255-083-6. OK, thank you.
[AGENT][NEUTRAL] And this was outpatient benefits, outpatient hospital?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I guarantee of payment, basic outline of the policy. Let me get that policy pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] 81 you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, 101 thank you.
[AGENT][NEUTRAL] Uh, it looks like for this policy, they have 7800 per covered person per calendar year.
[AGENT][NEUTRAL] Payable for inpatient and outpatient benefits.
[CUSTOMER][NEUTRAL] And do you see any accumulation?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] So 78, correct? 100.
[AGENT][NEUTRAL] 7800. Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like they have used.
[AGENT][NEUTRAL] $830.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Any reference number please?
[AGENT][NEUTRAL] Uh, reference number is just my name [PII], first initial to last name [PII], and today's date and anything else I can help with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] No thank you [PII] I'll appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. You too. Bye bye.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][POSITIVE] You too thank you