AccountId: 011433970860
ContactId: dd5bf278-ec1b-407e-af07-8f1f0bb661ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188509 ms
Total Talk Time (AGENT): 47787 ms
Total Talk Time (CUSTOMER): 62818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/dd5bf278-ec1b-407e-af07-8f1f0bb661ba_20250620T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from a provider's office. I have a member ID.
[CUSTOMER][NEUTRAL] And to obtain eligibility and I would like to know if there is any deductible for this member ID.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] direct line.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um, it is 02517406.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[AGENT][NEUTRAL] And you said, is there a deductible?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, you said 8124, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. If there is any in-network deductible?
[AGENT][NEUTRAL] Um, it's a secondary gap plan, so there's not network in network or out of network. Is this for outpatient services that you're needing benefits, or?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] It's inpatient.
[AGENT][NEUTRAL] OK, for this, this is not a guarantee of payment, a basic outline of the policy. For their inpatient benefit, it pays 100% up to $5000 per calendar year, no deductible.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and the billing address, is it [PII] or is it [PII]?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And is there any electronic pay ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] 60801. And your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][POSITIVE] OK. That will be all, [PII]. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Do