AccountId: 011433970860
ContactId: cc97e6b7-e04d-46ad-bca7-c25d5553bf40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117750 ms
Total Talk Time (AGENT): 55742 ms
Total Talk Time (CUSTOMER): 34459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cc97e6b7-e04d-46ad-bca7-c25d5553bf40_20250131T15:28_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. My name is [PII]. I'm calling to check eligibility and benefits on a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check eligibility and benefits today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 01611584, the letters ML and the number 8.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient plan is active. The effective date on this is [PII]. We the secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and how much it has available?
[AGENT][NEUTRAL] Let's see, are we looking for outpatient?
[CUSTOMER][NEUTRAL] Yes, for outpatient.
[AGENT][NEUTRAL] OK. Uh, it looks like the outpatient benefit max for the calendar year is gonna be 1500.
[CUSTOMER][NEUTRAL] OK, has any of it been used?
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] Uh, looks like patient hasn't used anything as of today.
[CUSTOMER][NEUTRAL] OK, and just to confirm, you said it covers deductibles, co-payments, and out of pockets?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initials and today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day.
[AGENT][NEUTRAL] You too bye bye.