AccountId: 011433970860
ContactId: e21de4a9-9f3e-4a45-905c-c4e83d60a033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168419 ms
Total Talk Time (AGENT): 80352 ms
Total Talk Time (CUSTOMER): 59440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e21de4a9-9f3e-4a45-905c-c4e83d60a033_20250331T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. I was wondering if you can assist me in verifying if a patient is currently active with their APL?
[AGENT][POSITIVE] Yeah, absolutely. I'm happy to check on eligibility. What is their policy number?
[CUSTOMER][NEUTRAL] The policy number that I have here on file is 02518380ML8.
[AGENT][NEUTRAL] All right, thank you. Let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So, patient does have an active plan. It looks like it is a different policy number. Would you like to take that down?
[CUSTOMER][POSITIVE] Uh, yes, I'll do that right now. Go ahead whenever you're ready.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Active policy is going to be 02534033.
[AGENT][NEUTRAL] And the effective date on this is [PII].
[CUSTOMER][NEUTRAL] Perfect. OK. Um, with this patient's, um, account, do they have like an outpatient annual amount that you guys assist them with, with like co-pays and stuff like that?
[AGENT][NEUTRAL] Yeah, they're probably there is a benefit max. Let me see what that is here one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so on this patient's plan, it looks like the outpatient benefit max is a calendar day and that amount is 1500.
[CUSTOMER][NEUTRAL] OK, 1500. Have they met anything towards that amount yet?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not showing anything has been used as of date.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I really appreciate all of your help. May I please have the first letter to your last name as well as the reference number?
[AGENT][NEUTRAL] Absolutely. So the first letter to my last name is [PII], and my name with my last initial is the call reference with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much sir I really appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You as well. Bye bye.
[AGENT][NEUTRAL] Bye bye.