AccountId: 011433970860
ContactId: d9577c8c-c84f-448f-ab12-a7ae025e550f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205979 ms
Total Talk Time (AGENT): 80357 ms
Total Talk Time (CUSTOMER): 32887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d9577c8c-c84f-448f-ab12-a7ae025e550f_20250407T16:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check a patient's eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your callback?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you do have the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, 01943.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 968
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like this policy is terminated, but let me see if there is an active one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like I do have a current policy. Do you want me to give you that policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's 2556434.
[AGENT][NEUTRAL] And it looks like this policy is effective [PII] currently active. This is not a guaranteed payment, it's a basic outline of the policy. Are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get that pulled up. One moment.
[AGENT][NEUTRAL] OK, so it looks like for outpatient benefits they have an $8700 per covered person per calendar year benefit.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Is this for like doctor's office is it or is it outpatient hospital or?
[CUSTOMER][NEUTRAL] Diagnostic testing.
[AGENT][NEUTRAL] Diagnostic testing, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and diagnostic testing in a hospital outpatient facility, or MRI facility, um, would be covered under this benefit.
[CUSTOMER][NEUTRAL] OK, have they used any other benefits?
[AGENT][NEUTRAL] Um, let's see,
[AGENT][NEUTRAL] Um, [PII] has used 68234 to date.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] Reference number will be my first name, [PII], and then first initial last name [PII] as in [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too mm bye.
[AGENT][NEUTRAL] Bye.