AccountId: 011433970860
ContactId: d19aa70f-5e5b-461d-80ed-5e34aeaa0bdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104639 ms
Total Talk Time (AGENT): 50767 ms
Total Talk Time (CUSTOMER): 34712 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d19aa70f-5e5b-461d-80ed-5e34aeaa0bdc_20250224T15:22_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]. I'm a provider calling. I need to check benefits and eligibility for the patient, please.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits and eligibility today. What's the patient's policy number, please?
[CUSTOMER][NEUTRAL] It's going to be 02519203.
[AGENT][POSITIVE] All right, thank you so much. And then if I could grab your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Patient plan is active. The effective date is [PII]. They are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and how much is gonna be the, the benefits for outpatient ambulatory surgical center?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, patient plan has an outpatient benefit max per calendar day, which is $300.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] Yes, yeah, yeah.
[CUSTOMER][POSITIVE] OK. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.