AccountId: 011433970860
ContactId: c37cba12-bc98-4337-8971-9b8d91bdbb53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118150 ms
Total Talk Time (AGENT): 49374 ms
Total Talk Time (CUSTOMER): 35713 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c37cba12-bc98-4337-8971-9b8d91bdbb53_20250110T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Yes, please. I'd like to check patient eligibility and outpatient benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] That is 1480364.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Name is [PII] born [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits for outpatients?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can give that to you. 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?
[AGENT][NEUTRAL] Whatever their primary applies to the deductible, co-pay or co-insurance will pay up to $500 per calendar day.
[CUSTOMER][POSITIVE] OK, sounds good um thank you so much for confirming that and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty I have it here thanks again for your help today.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.