AccountId: 011433970860
ContactId: ca299c5f-1714-423a-94d7-c2adc01d1c35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161679 ms
Total Talk Time (AGENT): 70261 ms
Total Talk Time (CUSTOMER): 60419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ca299c5f-1714-423a-94d7-c2adc01d1c35_20250213T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Uh, my name is [PII]. I'm calling from the agnosis Center of Miami. I just need to get benefits eligibility for one of my patients, please.
[AGENT][POSITIVE] All right. I'm happy to check on benefits and eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01829134 M like Mary, L like Larry, and the number 8.
[AGENT][POSITIVE] All right, thank you so much, [PII], one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII] and [PII].
[AGENT][NEUTRAL] Alright, and let me just confirm this policy number. It was 01829174?
[CUSTOMER][NEUTRAL] No, 34. I'm, no, 34.
[AGENT][POSITIVE] Oh, I'm so sorry. Let me.
[CUSTOMER][POSITIVE] No worries, no worries.
[AGENT][NEUTRAL] for
[AGENT][NEUTRAL] And what was the patient's date of birth again?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much. So the member's plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect. I'm looking for outpatient, outpatient benefits. Uh, can you let me know what is the, good morning and the avail the availability, availability for this year, please?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] They're out
[CUSTOMER][NEUTRAL] Available uh benefits.
[AGENT][NEUTRAL] Yeah, their outpatient benefit on this plan is $500 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day perfect [PII] and may I have a reference number for this call, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII].
[CUSTOMER][POSITIVE] In today's date. All right, [PII], thank you so much. You have a wonderful day. Bye bye. Thank you. Bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Bye-bye.