AccountId: 011433970860
ContactId: dbeae9d6-113d-4f69-a80a-59163afb4bb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115989 ms
Total Talk Time (AGENT): 61889 ms
Total Talk Time (CUSTOMER): 40646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/dbeae9d6-113d-4f69-a80a-59163afb4bb1_20250103T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing to check on eligibility and benefits on a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 00647761.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a copy of the fax back showing the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure thing.
[AGENT][NEUTRAL] OK. Uh, what's that?
[CUSTOMER][NEUTRAL] Is the max still at 1000 just to find that out?
[AGENT][NEUTRAL] It is a calendar year, um, uh, yes, and it is 1000, um, I can check. I don't imagine it's been used, but we can check just to be sure. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure thing, mhm.
[AGENT][NEUTRAL] OK, yes, none have been used so far this year.
[CUSTOMER][POSITIVE] All right, great, great. Yes, my fax number is uh huh.
[AGENT][NEUTRAL] OK, and um
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and would I just put this to your attention if I?
[CUSTOMER][POSITIVE] Yeah you can mhm.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you. You should get it here in maybe 10 to 15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.