AccountId: 011433970860
ContactId: d5048d95-9e45-43d9-85e7-484f6fffdcc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122709 ms
Total Talk Time (AGENT): 61473 ms
Total Talk Time (CUSTOMER): 44499 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d5048d95-9e45-43d9-85e7-484f6fffdcc2_20250522T14:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. I'm [PII] calling from Medical University of South Carolina, and I was calling to check eligibility on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII], no extension.
[AGENT][NEUTRAL] [PII], thank you. What's the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Sure, I have 02446508.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, first name is [PII], last name is [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. There has outpatient benefits of $500 per calendar year, I'm sorry, per calendar day. This is not a guaranteed benefits, just a disclaimer of the policy's coverage. However, he has a $200 deductible for an ER visit, but just the ER visit if the $200 deductible be applied.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and um can I also have the claim's address?
[AGENT][NEUTRAL] The claims address will be addressed to APL claims department [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, great. OK, thank you so much that's all I needed.
[AGENT][NEUTRAL] And we also have a payer ID as well. Would you like that?
[CUSTOMER][POSITIVE] Oh yes ma'am thank you.
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thanks bye.