AccountId: 011433970860
ContactId: e120c82a-e39a-4c05-bc65-4e7ca4d537a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175679 ms
Total Talk Time (AGENT): 92422 ms
Total Talk Time (CUSTOMER): 53792 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e120c82a-e39a-4c05-bc65-4e7ca4d537a7_20250416T19:40_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify the eligibility of 2 patients.
[AGENT][NEUTRAL] OK, I can certainly help with eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the first one's gonna be 01843884 ML 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] His name's [PII].
[CUSTOMER][NEUTRAL] birthday is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like this went into effect on [PII]. It is active. Is there anything else I can tell you about the policy?
[CUSTOMER][NEUTRAL] Um, do they have, uh, like a daily amount that they have, um, or like a maximum they have to, uh, I think, um, sorry, maximum benefit they have.
[AGENT][NEUTRAL] OK, so they have in and out of hospital benefits. Um, outpatient hospital will pick up the deductible, co-payment or co-insurance from the major medical, up to $5000 per calendar year. That's just a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like [PII] only uses about $75 of it.
[CUSTOMER][POSITIVE] OK, sounds good, that's all I need to know.
[AGENT][NEUTRAL] And you said that there was someone else that I could look up for you?
[CUSTOMER][NEUTRAL] Yeah, I have one more patient here.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] 01629106 ML 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], birthday is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like I have an [PII], I don't have her birthday in May now.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] OK, yes. Our policy went into effect on December, excuse me, uh, [PII]. It is active. Um, these policies also have in and out of hospital benefits, uh, for outpatient hospital, it is up to $1500 per calendar year. Uh again, that's just a verification benefits, not a guarantee of payment, and it looks like for the current calendar year.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEGATIVE] Um, [PII] has not used any of her benefits at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, I just need a reference number for the call.
[AGENT][NEUTRAL] Uh, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] All right thank you so much [PII].
[AGENT][POSITIVE] Thanks for contacting API.