AccountId: 011433970860
ContactId: ded14e1f-60f3-4a48-88fe-32fd11eb357e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116819 ms
Total Talk Time (AGENT): 55501 ms
Total Talk Time (CUSTOMER): 30119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ded14e1f-60f3-4a48-88fe-32fd11eb357e_20250306T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] calling from the surgeon's office. I am just needing to verify a patient's eligibility and making sure he has surgery benefit.
[AGENT][POSITIVE] OK, yeah, I'm happy to take a look for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02487866.
[AGENT][NEUTRAL] All right, let me pull that out.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for [PII], [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date is [PII]. We're the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not. Uh, the patient's outpatient benefit max for the calendar year is $2000 it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't show they've used anything this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. May I just get a reference number for today's call, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], which is [PII] Last initial [PII], and today is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.