AccountId: 011433970860
ContactId: c323f4b3-07f8-4e2d-9bda-71415e9f584f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122550 ms
Total Talk Time (AGENT): 55769 ms
Total Talk Time (CUSTOMER): 48809 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c323f4b3-07f8-4e2d-9bda-71415e9f584f_20250515T12:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because any benefits for our patient, please, and I'm sorry, can you spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and can I have the initial to your last name?
[AGENT][NEUTRAL] [PII]. Can I have your name and the reason for the call?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and I'm calling for benefits on a patient, please.
[AGENT][NEUTRAL] And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number that you're calling to verify benefits for today, Yin?
[CUSTOMER][NEUTRAL] 02255680 NL8
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's an inventory service center.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] This member [PII] has outpatient benefits of $1000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, has any of that dollars been used?
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII] nor.
[AGENT][NEUTRAL] Does she have any claims on file or waiting to be processed for [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK perfect um OK so can.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Just a reference number, would that be your name?
[AGENT][NEGATIVE] We don't provide those unfortunately, it would be.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great day as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.