AccountId: 011433970860
ContactId: cb4d028f-3f91-42ea-b320-4849e1589ea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133729 ms
Total Talk Time (AGENT): 64191 ms
Total Talk Time (CUSTOMER): 42126 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/cb4d028f-3f91-42ea-b320-4849e1589ea2_20250114T18:54_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]. My name is [PII]. I'm calling to verify members um eligibility.
[CUSTOMER][NEUTRAL] And what their maximum out of.
[AGENT][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] Outpatient stuff.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number I have is
[CUSTOMER][NEUTRAL] 02456702.
[AGENT][POSITIVE] All right, thank you so much. And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. Um, can I get the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Patient name is [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. The effective date on this is [PII].
[AGENT][NEUTRAL] Um, it looks like the inpatient max for the calendar year on this plan is 18,000.
[CUSTOMER][NEUTRAL] Uh, outpatient, sorry.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] The outpatient max it looks like it's 18,000 also.
[CUSTOMER][NEUTRAL] 0, 18,000.
[AGENT][POSITIVE] Mhm, correct, yep.
[CUSTOMER][NEUTRAL] OK, and then remaining, I'm guessing is 18,000 since we're still on.
[AGENT][NEUTRAL] Yeah, probably, but I can double check here. Give me just one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, yeah, no problem. [PII].
[AGENT][NEUTRAL] Yeah, patients plus full amount remaining.
[CUSTOMER][NEUTRAL] Awesome OK and then is there a reference number to this call?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Awesome thank you so much have a good day.
[AGENT][POSITIVE] You too [PII] take care.
[CUSTOMER][NEUTRAL] Bye.