AccountId: 011433970860
ContactId: d9db5e91-e176-4466-b472-d9eaf056b95e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112860 ms
Total Talk Time (AGENT): 49054 ms
Total Talk Time (CUSTOMER): 30683 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d9db5e91-e176-4466-b472-d9eaf056b95e_20250620T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, I need eligibility and benefits on a patient.
[AGENT][POSITIVE] OK. Happy to check benefits and eligibility. Do we have a policy number?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, it's 024.
[CUSTOMER][NEUTRAL] 67406.
[AGENT][NEUTRAL] Thank you. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so patient is active. Effective date is [PII]. We are the member of secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, any benefits for outpatient?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] This member's plan on their outpatient benefits, it looks like the benefit max is per calendar day and that's $750.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. You can use my name with today's date. My name is [PII], that's [PII] to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You don't mind