AccountId: 011433970860
ContactId: d7c03be4-96e5-41ca-a231-743c86a551d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116800 ms
Total Talk Time (AGENT): 60599 ms
Total Talk Time (CUSTOMER): 40802 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d7c03be4-96e5-41ca-a231-743c86a551d1_20250512T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII]. I'm calling regarding a mutual member. I'm just trying to check the eligibility and benefits for it.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on benefits and eligibility. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that's going to be 01545816 ML 8.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that would be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so you, you guys do cover everything else, the, even the copay and everything.
[AGENT][NEUTRAL] Mhm, yeah, it does have a limit for outpatient which is 1200, um, excuse me, their outpatient benefit max for the year calendar year is 1250.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has the member me anything?
[AGENT][NEUTRAL] Uh, no, it looks like the only amount paid to date is $100 so.
[CUSTOMER][POSITIVE] OK. OK, sounds good. Perfect. Can I obtain a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial and today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye bye.