AccountId: 011433970860
ContactId: dc213526-cfcc-4b16-929f-33cc91d20f98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406779 ms
Total Talk Time (AGENT): 102033 ms
Total Talk Time (CUSTOMER): 78212 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/dc213526-cfcc-4b16-929f-33cc91d20f98_20250530T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh yes, just wanted to get remaining benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with, uh, benefits and eligibility. Um, may I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[CUSTOMER][NEUTRAL] And the uh doctor's name is [PII].
[AGENT][NEUTRAL] OK, and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, let me get that one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK, it'll be [PII] [PII] 7-1568.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, and then what's Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] 00614966.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy. The effective date is [PII], and let me get that, uh, remaining balance for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a second while the computer pulls it in.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] [PII] at [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, she has uh 500 as of today, $564 left on her policy, and this is just to verify benefits, it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] She has paperwork too, [PII].
[CUSTOMER][NEUTRAL] Um, and it's a 500 even remaining.
[AGENT][NEUTRAL] No, ma'am. It's $564.
[CUSTOMER][NEUTRAL] Thank you. OK, and that's remaining not used.
[AGENT][NEUTRAL] Right, that's what's left.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the deductible um.
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, she has used her deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh wait, no, no, I, I apologize. I looked at the wrong screen, um, the deductible amount is left to pay.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's not met at this time.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, the last breakdown I have is from last year, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there any changes since like last year?
[AGENT][NEUTRAL] I can send you
[CUSTOMER][NEUTRAL] A fax back?
[AGENT][NEUTRAL] No, ma'am, nothing's changed, but if you need another fax back, I can send it to you.
[CUSTOMER][POSITIVE] That would be great, thank you.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I get this fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling.
[CUSTOMER][NEUTRAL] Bye bye.